Thomas Ferré
Customer success manager
Salary / Daily rate
La Rochelle, France
Mobility: Nantes, 79000 Niort, ...
Freelance
Can come onsite
Skills
Languages
About me
Intro
Customer Success Specialist with 13+ years of experience optimizing client journeys and reducing churn. Proven track record of increasing product adoption by 60% and achieving 94+ NPS through strategic onboarding, training programs, and success plans. I liberate your sales team while maximizing profitability from day one, turning complex customer relationships into lasting business value.
Work experience
Customer success manager
SpendeskFreelance
Mar 2025 - Present
1 year 8 months
Remote, OR 97458, USA
Objectif : Libérer du temps aux CSM et réduire le churn à 0,7% - Refonte de la base de connaissance ( Documentation, vidéo, self onboarding, workflow...) - Optimisation du parcours client - Reprise de la relation client
Spécialiste customer success Freelance
Mana kêr : La boussole de votre succèsFreelance
Sep 2024 - Present
2 years 2 months
La Rochelle, France
By becoming independent, I want to put my values and 13 years of experience to work for new customers. Specialized in SAAS solutions, my strength lies above all in IT, PMM and user relations. I'm very attached to human relations with my colleagues and my customers. Knowing how to put myself in their shoes and understand them nourishes me and enables me to smooth communication between these two worlds. After the demands of finance and the creativity and business sense of CRM, I can't wait to put my curiosity and energy to work on new projects!
Decathlon Digital
Aug 2013 - Oct 2024
11 years 3 months
Customer Success Manager
Dec 2021 - Oct 2024
2 years 11 months
Creation of a CSM unit within the MarTech teams to accelerate the take-up and value creation of our in-country teams. Complex environment with : 15 solutions ( CDP: Easyence , CRM: SaleForce, algorithms segmentation, attribution, push notification: Batch, CLV...) 54 Countries 3 CSM My achievements : -> Creation of an onboarding process and a long term personalized training -> Weekly progress reports and sharing of lessons learned for high touch clients and monthly progress reports for medium and low touch ones -> Definition and formalization of use cases -> +60% usage -> Operational and strategic support to align local and corporate goals (NPS: 94) -> Feedback loop with product teams -> Implementation of Success Plan and QBR ->Creation and organization of the first CRM Europe event in Amsterdam -> Coordination of monthly European and Asian CRM committees
Product Manager
Jun 2019 - Mar 2022
2 years 10 months
Région de Lille, France
Environnement : Travel & Expense management (SAP Concur) Team : 1 Tech + 1 Support Clients : +100000 Support redesign -> -65% support -> Process automation (Auto form + Chatbot) ->Creation and training of a community of trained and autonomous supers users -> Communication plan France + international Negotiation of supplier contract -> -50K€/year Deployment of AI-based expense claim processing Decision-making committee set up with Group Accounting -> NPS 100
Product Owner ERP Oracle
Jan 2018 - Jul 2019
1 year 7 months
Région de Lille, France
Technical and functional manager of a 4 interns + 2 externals team. Customers: 3500 Switch facilitation to AGILE mode (board, sprint, backlog animation...) with JIRA Responsible for 3-year product roadmap Orchestration of group budget process Quality and customer service management -> NPS 98 Support optimization -> 26 to 52 countries with the same team Training of key users in Europe, Asia and North America
Hyperion Planning, Application manager
Jan 2016 - Jan 2018
2 years 1 month
Technical team leader (1 support, 2 infra, 1 engineer) - Customer relationship management and optimization of financial processes - Monthly consolidation from 5 days to 2 days -> More availability - Distribution of daily consolidations by geographical zone (EMEA, APAC...) -> 100% availability - Application + team budget management (€1.4M) - Set up development committee with key users (CFO, Treasury and Accounting) - Drafting and production of a DRP - Set up a community of supers users and an international training program
Ingénieur SI
Aug 2013 - Jan 2016
2 years 6 months
EPM hyperion Oracle environment: essbase, planning, hfm Mission: Support, administration and operations manager: ->Management of 3 employees ->350 Tickets / month Responsible for platform continuity (validation of production runs, configurations) Automation of platform access -> -25% support Project manager: SmartView deployment
Construction manager assistant
Groupe cardinal BTP
Sep 2012 - Jul 2013
11 months
Région de Rennes, France
-Team manager -Plan studying -Construction manager on small structures.
Sales Advisor
DECATHLON
Jun 2011 - Aug 2011
3 months
Assistant engineer in renewable energy
Quénéa
May 2010 - Oct 2010
6 months
Région de Rennes, France
-Definition of specifications and Pictures in 3D of projects.
Management assistant
Hôtel Kyriad Dijon Quétigny
May 2008 - Oct 2009
1 year 6 months
Région de Dijon, France
-Réception -Gestion du personnel -Cuisine -Veille de nuit -Vérification des chambres -Commandes fournisseurs -Organisation de séminaires
Education
CESI Ecole d'Ingénieurs
Ingeniery
2013 - 2015
2 years 1 month
Faculté libre des sciences et technologie de Lille
Licentiate degree
2008 - 2012
4 years 1 month
Portfolio
