Sébastien ONILLON
Customer Success Manager EMEA (FR/EN speaking)
32 years old
Driving License
Freelancer
Open to opportunities
Customer Success Manager
Cloudflare
Since October 2024
- Helping Cloudflare pursue its vision to help build a better internet. Focused on customers in the EMEA region.
Web Agency - Self-employed
WP Fairly
May 2016
to September 2024
France
- WP Fairly helps WordPress & WooCommerce sites owners get the most of their website with a custom service. Support and maintenance included.
- Resolution of incidents
- Custom development
- Website optimization
- Dashboard to monitor actions
- Monthly service review
Customer Success Manager Google Workspace
Revevol
January 2018
to January 2023
Full-time
Paris
France
- Serve as post-sales point-of-contact for international Google Workspace key Enterprise customers like Air Liquide, Solvay, Chronopost, Euralis
- Present new features of Google Workspace and help customers understand the impacts on their environment
- Help in the resolution of functional product-related issues
- Partner with Google on Google Workspace Alpha & Beta features, manage end users' feedback
- Develop a targeted adoption plan for Google Workspace, based on opportunities to increase user adoption and engagement
- Proactively work with medium to large enterprise customers, interacting with various levels of management (ranging from managers to Directors/VP levels)
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user adoption
- Develop and conduct Quarterly Business Reviews to measure Google Workspace adoption, present product roadmap, assess progress against goals, assess opportunities for improvement, assess the overall impact of Google Workspace
- Partner with sales to identify renewal, expansion and up-sell opportunities
- Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
- Ability to effectively manage customer expectations and create realistic expectations
Customer Success Manager
Bynder
September 2016
to January 2018
Full-time
Amsterdam
Netherlands
- Serve as primary post-sales point-of-contact for international customers
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Proactively work with medium to large enterprise business customers, interacting with various levels of management
- Develop a targeted adoption plan, based on opportunities to increase user adoption and engagement
- Proactively identify customer health risks, and leverage internal teams to mitigate non-renewal (churn) risk
- Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user adoption
- Develop and conduct Quarterly Business Reviews (QBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Bynder
- Partner with sales to identify renewal, expansion and up-sell opportunities
- Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
- Ability to effectively manage customer expectations and create realistic expectations
International Customer Success Manager
iAdvize
December 2015
to September 2016
Full-time
Nantes
France
- Serve as primary post-sales point-of-contact for customers
- Proactively work with medium enterprise business customers in e-commerce
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Create e-commerce engagement strategies aligned with customers' business goals and analytics
- Develop a targeted adoption plan, based on opportunities to increase user adoption and engagement
- Proactively identify customer health risks, and leverage internal teams to mitigate non- renewal (churn) risk
- Develop and conduct Business Reviews to assess progress against goals, assess opportunities for improvement
- Ability to effectively manage customer expectations and create realistic expectations
Performance Manager Medium Business
iAdvize
July 2015
to December 2015
Full-time
Nantes
France
- Serve as primary post-sales point-of-contact for customers
- Proactively work with medium business customers (French market)
- Create online engagement strategies aligned with customers' business goals and analytics
- Analysis of traffic metrics (Google Analytics)
- Periodically report KPIs to clients
- Onboarding of new customers and help in implementing the solution
Marketing & Communication Assistant
Biomatlante
September 2013
to July 2015
Cooperative Education Work
Nantes
France
- Biomatlante specializes in producing synthetic biomaterials for bone regeneration and is a world leader in bone graft technologies, selling its products in over 50 countries. Biomatlante’s products are routinely used in orthopaedics and trauma surgery, in spine, ENT, stomatology and dental surgery.
- International event management: AAOS (New Orleans, Las Vegas), IDEM (Singapore), IDS (Köln), EAO (Rome et Stockholm), EUROSPINE (Lyon) and SOFCOT (Paris)
- Full website redesign and lead magnet design to improve the lead generation
- SEO & SEM reporting and recommendations
- Conversion rate optimization
- Emailing nurturing campaigns
- Brochure design and copywriting in French & English
- Video editing
- Business intelligence
- HTML / CSS
- PHP / SQL
- WordPress
- French (mother tongue) (Voltaire certification)
- English (fluent)
- ITIL Foundation Certification