Description

Executive leader scaling Customer Success.

Bringing strategic cross-functional coordination, operational rigor and a metrics-driven approach to improve service excellence, accelerate growth and align teams around scalable

processes.

Domaines d’expertise

Langues

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

Préférences en matière de lieu de travail

Accepte de travailler sur site

Paris (jusqu’à 50 km)

Purchasely
Head of Customer Experience
EDITION DE LOGICIELS
août 2022 - août 2025 (3 ans)
Paris, France
2025 results: 2M€ ARR B2B / 105% NRR (S1 2025)
Defining the ICP and tiers
Designing and managing the Customer Journey and Health Score System
Building and managing the Support activity
Creating the synergies with the different teams (Sales, Product & Tech, Market)
Successful implementation of program Custify (CS tools) to monitor, anticipate and improve onboarding, adoption, NPS, retention and upsell
CS Process Automation
Account Management - Identify and manage price increase, upsell and churn prevention: notification, negotiation, contractualisation, closing
Key Account Manager Churn prediction CS tooling Software Implementation international
GlobalExam
Director of Customer Success (Codir)
EDUCATION & E-LEARNING
janvier 2020 - juin 2022 (2 ans et 5 mois)
Paris, France
2021 results: 3,5M€ ARR B2B / 93% Renewal / +30% Upsell / NPS > 8,8 / +1000 B2B clients: Orange, Wall Street English, HEC, Boiron, Clarins... HR &
Management: team of 20
Decision maker and key player in the company's strategy (projects, build and run) within C's board
Designing the CS strategy and ambition
Defining OKRs and associated roadmap
Making clients' lifecycle evolve according to the ecosystem and the company's strategy
Team Leadership Scale-up Sales Ops Synergies Change Management
GlobalExam
Head of CSM B2B & B2C
EDUCATION & E-LEARNING
septembre 2018 - décembre 2019 (1 an et 3 mois)
Paris, France
Key Accounts Management
Team Lead of CSMs
Management: team of 5
In charge of the CS roadmap & objectives
Building synergy between teams: sales, Product, IT Conception of the operational back-office software with the Product team
Improving existing/building new Operational procedures
Participating in product development
Optimisation des processus Product Development Customer Success Management Customer Journey

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Training in Software Quality
Ecole de la qualité logicielle
2017
Training in Software Quality
Master Science of Management
Programme Grandes Ecoles Iéseg, School of Management
2016
Master Science of Management

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Mailys Carles

Head of Customer Experience

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