Description

I deliver best in class customer success experience and project management through:

- Strategic planning: analyse client portfolio, identify key stakeholders and create customised success plans, prevent churn and increase expansion.

- Project management: leveraging PMP methodology, craft project plans to facilitate platform implementation, data migration and onboarding.

- Tailored playbook: design CS playbook, mapping client life cycle and use cases, define structured operational processes.

Industry field of expertise

Languages

English
Native or bilingual
French
Fluent
Chinese
Native or bilingual

Workplace preferences

Can work on-site

Lyon (up to 50km)

Inpart
Lead Customer Success Manager | Project Manager
TECH
September 2021 - September 2025 (4 years)
Lyon, France
Owned strategic enterprise accounts, driving adoption through structured QBRs, customised success plans, and multi-level stakeholder engagement.
Led complex data migrations for global clients, aligning key stakeholders and identifying €130K in upsell.
Converted a pilot project into a worldwide enterprise deployment, generating €191K in expansion revenue.
Partnered with Sales on strategic renewals and RFPs, delivering value-based product demos.
Represented the voice of the client, gathering customer feedback and influencing product roadmap priorities.
Designed and implemented a Customer Success Excellence framework, standardising operational processes.
Recruited and managed CSMs, coached Project Managers, developing training programs to support team scalability.
Project Management Strategic planning customer success Coaching SAAS
Inpart
Customer Success Manager
TECH
June 2019 - September 2021 (2 years and 3 months)
Lyon, France
Mitigated client churn risk, collaborated with cross-functional teams to resolve problems efficiently.
Implemented multiple projects, conducted customer onboarding and configuration workshops.
Identified upsell opportunities, delivered tailored product demos and successfully secured upsell.
Analysed customer success metrics and KPIs, proposed a new team structure.
customer success Salesforce Entrepreneurship SAAS Project Management
UCB Shanghai
Ethics & Compliance Specialist | Executive Assistant
PHARMACEUTICALS INDUSTRY
August 2013 - August 2017 (4 years)
Shanghai, China
Launched a compliance mobile app and trained 700+ employees, providing healthcare best practice to sales and medical teams.
Monitored high risk activities, controlled monthly audit review, improving compliance reporting to management team.
Organised worldwide career accelerate workshops, led company global language learning project.
Managed global legal Contractshare transparency project.
Communication Risk analysis Data analysis Training Material Design