Laura Pomonti-Messas

Customer Success Manager Enterprise @PlayPlay

Salaire / Taux journalier

Paris, France

Freelance, ouvert au CDI

À distance uniquement

Expertises

Customer SuccessGraphic DesignAdobe IllustratorCopywritingData AnalysisCustomer Success ManagerAdobe PhotoshopEmailingAdobe InDesign

Langues

Anglais (Courant)Allemand

À propos

Introduction

CSM with 5+ years scaling enterprise portfolios in fast-growing SaaS companies. Focused on retention and expansion while building structured CS processes and mentoring CSM teams to make growth measurable and repeatable.

Liens

Expérience de travail

PlayPlay

déc. 2020 - Présent

5 ans 11 mois

Paris, France

Customer Success Enterprise

mai 2022 - Présent

4 ans 6 mois

Paris, France

🤝 Enterprise Customer Success & Portfolio Leadership • Own a €1.5M ARR strategic portfolio (largest account €600k) • Drive retention, expansion, and adoption through structured lifecycle management and health scoring • Align C-level stakeholders around ROI, usage, and long-term growth plans 👥 Team Leadership & Coaching • Mentor and coach junior CSMs (weekly 1:1, call reviews, portfolio strategy) • Contribute to scaling the Enterprise CS team during high-growth phase 📈 Expansion & Revenue Strategy • Design and execute expansion strategies in collaboration with Sales • Activate user communities and educational programs to increase engagement and account growth 🔁 Cross-functional Influence • Act as bridge between CS and Product, translating client feedback into roadmap improvements • Partner with Tech and internal teams to optimize processes and client experience 🏢 Selected clients: French Government, L’Oréal, Swiss Life, STMicroelectronics, Adecco

Customer Success Mid-Market

déc. 2020 - mai 2022

1 an 6 mois

Paris, France

Co-Founder / Marketing & Customer Relationship

Olt France

janv. 2019 - déc. 2020

2 ans

Paris, France

https://olt-france.com/ [EN] • Creation and management of a sustainable food e-commerce with an average monthly growth of more than 35%. Incubation at Schoolab Paris. • Business developpement for the B2B offer • Analyzing available data, conducting benchmarks, and searching for insights • Creating a strong brand via personas, focus groups • Acquisition via SEO, social networks - owned and paid - emailing, marketing automation, press relations • Hunting, closing and account management for B2B accounts • Handling content for social network, newsletter, blog and Mailchimp campaigns. • Customer retention strategy, building loyalty [FR] • Création et direction d'un e-commerce d'agroalimentaire durable avec une croissance mensuelle moyenne de plus de 35%. Incubation à Schoolab Paris. • Business Developpement pour l'offre B2B • Créer une image de marque forte via des personas et focus groups • Conduire des benchmarks, analyses comparatives • Acquisition via le référencement, les réseaux sociaux - owned et paid - l'emailing, l'inbound marketing • Prospection, closing et account management pour les comptes B2B • Gestion du contenu pour les réseaux sociaux, newsletters, articles blogs et les campagnes Mailchimp. • Stratégie de fidélisation de la clientèle

Co Founder / Marketing & Sales

Shiple

oct. 2018 - janv. 2019

4 mois

Région de Paris, France

[EN] • Creation and management of a B2B logistics company with a monthly growth of 45% and a portfolio of more than 25 customers ; • Winner of the 2019 Innovation and Entrepreneurship Award ; • Development of the online acquisition strategy - Google Adwords, SEO, Facebook Ads • Developpement of the offline acquisition strategy - cold calling, email campaigns, physical meetings, etc. • Hunting, closing and account management for e-commerce accounts • Branding creation, visual tools [FR] • Création et direction d'une entreprise de logistique B2B avec une croissance mensuelle de 45% et avec un portefeuille de plus de 25 clients ; • Lauréat Prix Innover et Entreprendre 2019 • Développement de la stratégie d’acquisition online - Google Adwords, SEO, Facebook Ads • Développement de la stratégie d'acquisition offline - cold calling, campagnes emailings, démarchage physique • Prospection, closing et account management pour les comptes e-commerces • Création du branding, outils visuels

Graphic Designer

Auditech Advisory

nov. 2017 - mai 2018

7 mois

Région de Paris, France

• Creation of a graphic charter and modernisation of the logo ; • Design of presentation leaflets and brochures. Use of Photoshop, Indesign and Illustrator

Marketing Coordinator

Woods Bagot

avr. 2017 - août 2017

5 mois

Hong-Kong, Hong Kong

• Copywriting for the intranet and the external website ; • Managing the project video intended to promote Woods Bagot's retail projects (setting up a story board, meetings with the photographer, shootings in the office space) ; • Marketing research and branding work for the retail projects.

Freelancer

Side.co

sept. 2016 - déc. 2016

4 mois

Région de Paris, France

Missions: • Reception and event managing for Mon Banquet ; • Increase brand awareness for Uber. Skills : • Knowing how to fit into every type of workplace and teams (start-ups, SMBs, big corporations) ; • Organizational skills : managing work mission and college at the same time.

Public Relations Assistant

Ketchum

avr. 2016 - août 2016

5 mois

Région de Paris, France

TRIPADVISOR In charge of writing press releases for international events : Euro 2016, Rio Olympics. ASUS • In charge of writing creative press releases for special events like Mother’s Day, Father’s Day, and product launch. • In charge of the copywriting and creative design of a press kit presenting Asus's new product collection. WHIRLPOOL GROUP • In charge of supervising the 10km de l’Equipe, a race sponsored by Whirlpool. Setting up partnerships with influential bloggers via social media contests and monitoring social media coverage. • Designing creative press releases. PHILIPS • In charge of writing press releases for the launching of new products. • Monitoring press coverage • Copywriting and creative design for a press kit on the collaboration of Disney and Philips for LED toys.

Account Director Assistant

Elephant at Work - Audiovisual Production Company

avr. 2015 - juil. 2015

4 mois

92100 Boulogne-Billancourt, France

RENAULT • In charge of keeping the intranet updated to reinforce internal communication between employees working in different offices in France • Conducting a survey inside Renault France for feedback on intern communication. LA POSTE Translations and writing concise articles for the company's intranet

Student Jobs

Intercontinental, Mercure, Maison Blanche, Vacances Vertes et Bleues

mai 2013 - mars 2015

1 an 11 mois

WAITRESS/BARTENDER - INTERCONTINENTAL GROUP • Greeting customers and taking their orders for food or beverages • Present menus to customers and answer questions about menu items, making recommendations upon • Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash • Preparing snack food such as salads, burgers, appetizers, and cold dishes, portioning desserts, and brewing coffee/ Preparing drinks at the bar HOSTESS - MAISON BLANCHE (gastronomic restaurant) • Greet guests and patrons • Maintain clean and organized tables and work area • Manage event related work including setting up tables and maintaining both exterior and interior of the restaurant HOSTESS - MERCURE PARIS MONTMARTRE • Greeting guests respectfully and be available to answer any questions or requests • Set up the buffet table and ensure fresh items are presented throughout the shift • Perform side work as needed TELEPHONE INTERVIEWER - VACANCES VERTES ET BLEUES (Holiday Guide) • Approaching people by phone to participate as respondents in surveys concerning their opinion on the guide. • Recording responses on a computer and create statistics out of them • Carrying out a set number of interviews to meet the target


Formation

Mental Health Academy

Mental Heath First Aid

2024 - 2024

1 an

ESCP Business School

Specialized Master, Innovation and Entrepreneurship

2018 - 2019

2 ans

ISCOM

International Global Communications

2014 - 2019

6 ans

ICP

First year validated, English and American studies : civilization and literature - Specialized in literature

2013 - 2014

2 ans

Institut de l'Assomption

Baccalauréat ES

2006 - 2012

7 ans


Licences et certifications

TOEIC

Délivré le : mars 2013

Certifié par Unknown Organization

Cambridge English Advanced (CAE)

Délivré le : mai 2012

Certifié par British Council

Portfolio

Management & coaching d’équipe

Gestion d'un portefeuille client à 1,4M€ d'ARR

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