Francesca Santoni
@francescasantoni
I am a results-driven trilingual Customer Success Manager boosting adoption, retention, and revenue.
FranceWhat I'm looking for
I am a trilingual Customer Success Manager with 10+ years of experience driving customer satisfaction, product adoption, and revenue growth. I have strategically managed premium automotive accounts, including a €500K+ portfolio, improving satisfaction by 20% and cutting resolution time for complex issues by 40%. I delivered an NPS of 8.7/10 and a 78% quote-to-contract conversion rate by optimizing proposal processes.
I focus on process optimization, churn prevention, and cross-functional collaboration, and I modernized CRM workflows (Salesforce) to reduce response time from 48 hours to 30 minutes, boosting CSAT by 30%. I apply data-driven onboarding, strategic account planning, and customer health scoring to scale adoption and long-term value.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Idiffusion
Processed 70–100 daily Zendesk tickets for premium marketplaces (Fnac, Amazon, CDiscount), raised customer satisfaction from 85% to 95% and reduced churn by 25% via a personalized follow-up program.
Key Account Manager
WKW France
Strategically managed premium automotive accounts (Jaguar Land Rover, BMW) within a €500K+ portfolio, boosting customer satisfaction by 20% and reducing resolution time for complex issues by 40%.
Customer Specialist
Mitac Ltd
Revamped CRM (Salesforce) workflows to reduce customer response time from 48 hours to 30 minutes and increased CSAT by 30% through tailored follow-up programs and proactive touchpoints.
Education
Degrees, certifications, and relevant coursework
Customer Success Management Bootcamp
Bootcamp, Customer Success Management
Completed a Customer Success Management bootcamp focused on onboarding, retention, and customer success operations.
Master Degree - ICE
Master Degree, International Business
Master degree in International Business from ICE.
Tech stack
Software and tools used professionally
Availability
Location
FranceAuthorized to work in
Job categories
Skills
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