Sue M.

Engage Paris is the premier French-speaking Customer Success event. Launched in 2019 by four passionate co-founders, it has since grown into a thriving community with a highly loyal and enthusiastic following. For our 2026 edition, we proudly welcomed nearly 500 attendees, bringing together CS Leaders, CSMs, and CS specialists.

• Crafted the event program to cover topical Customer Success topics
• Coached the speakers
• Co-organised the event promotion and logistics

I help software companies to build and evolve their Customer Success strategies and operations via coaching, consulting and advisory services.

• Helped over 100 SaaS companies with their Customer Success strategies and operations
• Aligned CS and cross-functional roles to all contribute to Customer Success
• Helped Executives define a holistic company-wide vision around CS impact

As one of the inaugural 25 international Customer Success Excellence judges, I evaluated groundbreaking CS initiatives, practices, and top professionals, recognizing outstanding innovation and measurable impact across the industry.

• Read and analysed hundreds of applications
• Provided feedback and voted for the most innovative case studies and individuals
• Celebrated their achievements at the annual Awards Ceremonies

I created and delivered the content curriculum for the world's first recongized Bachelors's Degree in Customer Success.

• Designed 10 days of Boot Camp Customer Success content
• Delivered the 10-day Boot Camp to the first Bachelor cohorts
• Helped students get internships and their first CS jobs
• Helped these students in their careers to evolve to CS leadership roles

I built the Customer Success organization from the ground up for this scaling startup. By implementing customer-centric processes and data-driven workflows, I helped clients maximize ROI while driving the company’s NRR and long-term growth trajectory.

• Retained and expanded strategic customers
• Created and developed new CS team from scratch
• Coached CS team members to become impactful CSMs
• Reported growth KPIs to the Board

• Practice director: customer success and change management
• Intrapreneur: creation of P&L centre for a new practice (customer success and change management)
• Design and commercialisation of a customer success and change management methodology: B.B.C. (Boosting Business Change)
• Adaptation of B.B.C. methodology to accommodate different human challenges of related software (CRM, MDM, BI, Collaboration, ECM, ERP,...) to reach business outcomes for our clients
• Invention of customer value framework: AM-PM (Activity Metrics and Performance Metrics)
• Management of a team of 7 senior international change management consultants
• International management consulting - change management, business analysis, process modeling and optimisation, project management (CRM, MDM, ECM, portals, business applications):
• Pole client references : BNPP RE, Lafarge, Biogaran, GRT Gaz, Safran, Technip

• Functional customer relationship management consultant
• Redesign of marketing and sales processes
• Mapping of processes + needs and shortlisting with different CRM market tools
• CRM change management: organisation, processes, methods and tools
• Design of a CRM change management methodology
• Client references: Caylon, Tarkett, Fortis, Ageas, EIM Hedge Funds

• Alcatel University - change management for corporate sales processes and tools (CRM + tendering)
• Definition and implementation of the change management strategy and plans
• International roll out - EMEA, USA and Asia
• Change management and on-boarding of Lucent and Nortel sales teams
• Training approach and conception of training material (why, what, how, organisation, process, tools)

• Alcatel University - change management for corporate sales processes and tools (CRM + tendering)
• Definition and implementation of the change management strategy and plans
• International roll out - EMEA, USA and Asia
• Change management and on-boarding of Lucent and Nortel sales teams
• Training approach and conception of training material (why, what, how, organisation, process, tools)

• Benchmarking of the marketing approach for the Web sites of UNESCO and the OCDE (Paris).
• Aim - vulgarise the missions of each organisation to the general non-specialist public.
• Analysis and benchmarking of the two Web sites.
• Auditorium presentation of analysis and recommendations to UNESCO and OCDE - 40 stakeholders

• CRM Project Manager - Europe and USA.
• Implementation and optimization of client-facing processes (quality follow-up, customer relationship after sales, supply chain, European intracommunity tax ...).
• Design and orchestration of the client-centric process for the transfer from French Francs to Euros.

• Responsible for export sales in geographical areas (Middle East, Europe, Australia, Asia).
• Participation in business development activities :
• Launch of new products and solutions.
• Contribution in the creation of an international joint venture (U.S.A) and subsidiary (Japan).

• Introduction and follow-up of a client quality process between the German HQ and the French subsidiary
• Provision of quality coordination services to French car manufacturers (Renault, PSA)

• Sales development for Middle East and Africa
• Set up of the UK subsidiary
• Implementation of new export sales processes