Description

I'm Laura Wey, a Customer Success executive with 5+ years scaling B2B SaaS post-sales — and the numbers to back it up. I've led the restructuring of a 5–10 person EMEA CS team across a 450-customer, €5M ARR portfolio. I've served Enterprise accounts including Disney, Nintendo, Swatch, Havas, DPG Media and Tomorrowland, and I've built two CS organizations from the ground up — in MarTech and HR Tech. Eight earlier years in banking (Euroclear) give me an operational rigor and C-suite posture that's rare in SaaS leadership.

I'm now opening a handful of short engagements — from a few hours to a few days — for founders, COOs and Heads of CS who want to move fast on the post-sales side: CS audits (book health, customer journey, KPIs, team, tooling), retention & expansion playbooks, Client Advisory Board design, and 1-on-1 coaching for CSMs and CS leaders. Flexible format (one-off, sprint, or monthly retainer), a concrete deliverable from session one, available in French, English and Spanish. Let's spend 30 minutes scoping where I can move the needle for you.

Langues

Anglais
Bilingue ou natif
Français
Bilingue ou natif
Espagnol
Capacité professionnelle complète

Préférences en matière de lieu de travail

Accepte de travailler sur site

Brussels (jusqu’à 50 km)

B2B SaaS in MarTech
Global Head of Customer Success
janvier 2023 - Aujourd'hui (3 ans et 5 mois)
REVENUE ▫ Increased the net retention rate (NRR) from 93% to 101% in less than 6 months: enhanced renewal policy, revamped test phase, faster time to value, influenced roadmap priorities, drove CSQLs approach, enhanced upsell playbooks, etc ▫ Orchestrated the successful transition from yearly to multi-year contracts, securing 14% of our book of business in just 3 months ▫ Stabilized churn rate under 3%: enhanced customer journey + in-depth client feedback via an AI-based scraping of internal data ▫ Reduced team budget by 15% while improving Support Service Levels + reduced volumes by 45% leveraging an AI bot ▫ Founded Clients Advisory Boards in our top 3 markets - first time in our industry - prioritized 7 new items on our roadmap & secured the renewal of 96% of these customers: led to measurable uplift in positioning & improving client referenceability.

RESPONSABILITY & PEOPLE: Currently leading the transition to a unified CS team of 5-10 members spread over the EMEA region, and a book of business of about 450 customers mainly in EMEA and North America, worth 5 million in ARR, segmented in 3 tiers including Enterprise.
✹Types of customers served: Disney, Nintendo, Swatch & international communication agencies likes Havas & Weber Shandwick in
huapii: the light-touch talent platformfor performance management, skills management & career pathing
Team management Customer Loyalty/ Retention customer success Change Management
B2B SaaS
Head of Customer Success
janvier 2021 - janvier 2023 (2 ans)
REVENUE & IMPACT:
▫ Implemented an impactful change management approach in the onboarding phase, leading to higher adoption and upsell rates
▫ Regularly analyzed the data of over 50k users to drive strategic discussions, eg competition differentiating ideas
▫ Organized and led hundreds of client workshops, events and webinars
RESPONSABILITY & PEOPLE:
Promoted into a leadership role after a few months to run a book of business of 1 million ARR. Enriched the Customer Success
team-related processes, targets, and strategy, leading a 1-5 people team in Belgium. Handled several 150k€/contract Enterprise clients.
✹ Types of customers served: DPG Media, VRT, Immobel, Telenet, Tomorrowland, Grant Thornton
Euroclear Bank:
QC Manager & Change Leader, Finance & Banking
janvier 2013 - janvier 2021 (8 ans)
▫ Led major transversal initiatives for the Bank involving hundreds of stakeholders & regularly debated the results with the C-suite ▫ Designed a Mentoring Program to foster career growth between senior execs and young talents - sponsored by the CEO ▫ Promoted 3 times in 4 years: started as then then and lastly as