Victor Fremiot
Customer Success / Sales / Account Management
Salary / Daily rate
Madrid, Spain
Freelance, open to permanent contract
Remote only
Skills
Languages
Work experience
Head of Account Management & Customer Success
Sami
Oct 2022 - Jan 2025
2 years 4 months
Remote
→ Building the Customer Success department to ensure clients get the most of our products. Focus areas : customer support/onboarding, retention & expansion. → Monitoring and improvement of CS KPIs : renewal rate, customer satisfaction, NPS → Helping shape the roadmap by escalating customer feedback
Head of Customer Success
PhantombusterFreelance
May 2021 - Oct 2022
1 year 6 months
Remote
➤ In charge of the Customer Success department (8 team members, managers & ICs) → Defining and executing the strategy of the Customer Support & Account Management teams → Building cross-functional programs to support user growth, drive product adoption, increase customer retention & generate business opportunities (upsell, cross-sell) → Definition, monitoring & improvement of team's KPIs (CSAT, First Response Time, Quality, Retention/Churn & New Business MRR) → Fostering customer-centricity internally by escalating user feedback to Product, Sales, Engineering & Marketing teams → Coaching and helping my teammates grow and develop their skills & expertise
Customer Success Lead
Strapi
Jun 2020 - May 2021
1 year
Remote, OR 97458, USA
➤ In charge of the Customer Success team → Built the CS team from scratch and successfully supported revenue growth from $0 to $500K ARR in under a year (processes, frameworks, tooling & cross-functional initiatives) → Hired and coached 1 Success manager & 1 Solution Architect → Onboarded, trained and advised clients to help them make the most out of Strapi and successfully reach their goals (tech-touch & high-touch) → Laid out the foundations to make CS a revenue-generating department by implementing cross-sell and up-sell strategies → Implemented customer feedback loops to share products insights to inform the product roadmap and business strategy
Typeform
Oct 2016 - Jun 2020
3 years 9 months
Barcelona, Spain
Senior Customer Success Manager
Jan 2019 - Jun 2020
1 year 6 months
Barcelona, Spain
➤ Led the Customer Outcomes Manager pillar by hiring, onboarding & coaching the team, designing OKRs and improving processes. Additionally, successfully managed 45 key accounts ($200K ARR).
Customer Success Manager
Sep 2017 - Jan 2019
1 year 5 months
Barcelona, Spain
➤ Made customers reach their desired outcomes with Typeform by offering 1-to-1, white-gloves services such as assistance, training and consulting (business reviews, optimisation of metrics and workflows). Successfully managed a portfolio of 135 key accounts, representing $500K in ARR.
Junior Customer Success Manager
Oct 2016 - Sep 2017
1 year
Barcelona Area, Spain
➤ Making customers reach their desired outcomes with Typeform by providing personalised assistance, training and consulting (business reviews, optimisation of metrics and workflows)
Account Manager
Decode Media SAS (Frenchweb)
Jul 2013 - Oct 2016
3 years 4 months
Paris Area, France
➤ Helped strategic clients (Microsoft, Adobe, BNP Paribas, Orange, Box...) reach and successfully engage with their target audience through innovative content campaigns.
Education
Grenoble Ecole de Management
Master's degree - Business Administration, Business Administration and Management, General
2011 - 2015
4 years 1 month
Licenses & certifications
Strapi Certified - Enterprise Fundamentals
Issued: Dec 2020
Advanced Customer Success Strategies
Issued: Jun 2019
Customer Success Academy
Issued: Oct 2017
Microsoft Office Specialist "Microsoft Excel 2010"
Issued: Apr 2012