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Joel Piquionne

@joelpiquionne

Customer Success leader at 3Shape who built its enterprise CS motion, redesigned onboarding for 600 practices, and developed early-warning signals.

Denmark

Message

At 3Shape, I lead Customer Success for the enterprise segment and a team of about 8 CSMs across six European countries. I built the enterprise CS motion largely from scratch, designed the segment’s coverage model, and own the Q4 2026 to 2027 initiative roadmap.

I also delivered an onboarding playbook and redesigned the journey for a UK group of around 600 practices, set up as a reference for other regions. Earlier at Keepit, I delivered 29.2M DKK in renewal ARR at 86–99% of target each year, with churn at 5.7%; across Tryane, Keepit, LanguageWire and 3Shape, I built CS processes, playbooks and health scoring.

Experience

Work history, roles, and key accomplishments

Current

Senior Program Manager, Global Customer Success (Enterprise Segment)

Current

3Shape

Jul 2026 - Present (4 months)

Lead Customer Success for the enterprise segment, building the CS motion from scratch and leading a team of about 8 CSMs across six European countries. Designed and implemented the cluster coverage model and delivered onboarding and early-warning initiatives.

Customer Success Enterprise Onboarding Health Scores Early Warning Systems Playbooks Coverage Models Team Leadership AI HubSpot Salesforce

Director of Business Development and Customer Success

LanguageWire

Feb 2025 - Jun 2026 (1 year 4 months)

Owned a strategic portfolio of enterprise accounts, contributing to more than EUR 5M in pipeline. Built CS operations, set up health monitoring, and ran voice-of-customer loops with Product and Engineering.

Customer Success Enterprise Accounts Renewals Expansions Forecasting Health Monitoring NPS CSAT Voice Of Customer HubSpot Salesforce

Senior Customer Success Manager

Keepit

Dec 2021 - Jan 2025 (3 years 1 month)

Managed a portfolio of 200+ accounts, delivering 29.2M DKK in renewal ARR at 86-99% of target with churn at 5.7%. Led executive business reviews and helped scale the CS function.

Customer Success Renewals Expansions Forecasting Executive Business Review Playbooks Onboarding Salesforce

Sales Team Leader

Keepit

Jan 2021 - Nov 2021 (10 months)

Grew the SDR team from 4 to 10 through structured coaching and performance frameworks, with three promotions and a 30% rise in lead conversion.

Sales Leadership SDR Management Coaching Performance frameworks Lead Conversion

Head of Sales (Lead Sales Engineer)

Tryane Analytics

Aug 2017 - Nov 2020 (3 years 3 months)

Kick-started the sales department and founded the company's Customer Success processes. Reached 110% of quota and closed the largest deal in company history, a 36,000-user enterprise contract.

Sales Customer Success Onboarding Renewals Expansions Proof of Concept Enterprise Sales

Co-founder

Deal-Trotter

Jan 2014 - Jul 2017 (3 years 6 months)

Co-founded France's first peer-to-peer cost-cutting platform, building the team, partner network, and product from zero. Named French Startup of the Year 2016.

entrepreneurship Team Building Product Development Partnerships