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
Interested in hiring Francesca?
You can contact Francesca and 90k+ other talented remote workers on Himalayas.
Message FrancescaFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
