Segolene Chauvet

Accountable for customer retention, revenue growth, and optimizing the customer experience: - Recruit and manage the Customer Experience teams (10 people / Onboarding, Customer Success and Customer Care) - Define, prioritize and set up the CS strategy (OKR and roadmap) and organization to support growth (250 to +400 clients) and achieve revenue and retention objectives. This includes scaling and strategically balancing services and support tailored to the needs of each customer segment - Adapt the CS strategy to different markets (launch of the US market = 10% MRR) - Define and coordinate complex cross-functional projects with other departments (Tech, Product, Marketing, Sales...) - Drive customer performance and experience metrics (NPS, MRR, churn rate, renewals, onboarding time, product adoption...) - As a member of the COMEX: position customer satisfaction and loyalty as a central driver of growth ---> 2024 yoy: -50% onboarding time / +5 pp in NPS (50) / +18% ARR clients' growth

At Shipup, our mission is to create a seamless, proactive and branded post-purchase experience for online retailers. 🛍🛒 💡 Shipup is a SaaS company that tracks in real time the orders and deliveries of online retailers in order to create a seamless, branded and reassuring post-purchase exprience (proactive and live notifications, customized tracking pages, customer surveys at delivery…). 🛒 Shipup works with more than 400 brands in Europe and North America, some of which are very successful digitally native brands (Cheerz, Blissim, Withings, Feed., Le Petit Ballon, Respire, Aime, Na-Kd, Ssense, Ysé, A.P.C. …) while others are larger, more traditional accounts (Leclerc, Carrefour, Intermarché, Go Sport, Yves Rocher…). At the crossroads of Sales, Ops, Product and Tech Departments, my role is to: - Create and manage the Customer Success team (Onboarding, Success et Support) - Define and implement the CS Strategy (Customer journey and Roadmap) - Increase customer lifetime value and customer retention (< 4% churn rate) - Analyze processes and their weaknesses to optimize team efficiency and enhance the customer experience - Be in charge of a pool of top customers including E.Leclerc, Yves Rocher, Jimmy Fairly, Blissim, Photobox... (>120K MRR) - Ensure product adoption (core product and add-on features)

- Recruit and manage the CS team (5 CSM from junior to senior profiles) - Ensure an optimal experience throughout the customer cycle (onboarding, success and support) - Collaborate cross-functionally with Tech, R&D, Sales, and Marketing teams to develop our product and achieve the company's business and scaling objectives - Monitor customer performance and experience metrics: MRR, churn rate, upsell, and renewals - Implement and optimize processes and tools (Salesforece, Gainsight, Jira...) ---> 2018: 4% churn rate / 52 in NPS / +25% in add-on adoption

Early Birds is a software editor leader of predictive marketing, helping leading E-commerce and Retail brands boost their online sales. Among our Key Accounts, solid references such as Carrefour, Fnac, Lacoste, Darty, Maisons du monde, Nature & Découvertes, La Redoute, ... Play a key role with our clients: - Manage client onboarding as a project: Technical implementation, support, documentation, and training - Support a client portfolio (Maisons du Monde, Carrefour, Groupe Eram, Blissim, St. Gobain...) as an e-merchandising expert and drive the best customer experience as trusted advisor throughout the Customer journey - Implement strategies to drive renewals, upsell, and cross-sell opportunities - Monitor satisfaction and gather feedback to contribute to the platform's UI/UX improvements