Sue M.

Experience

• 

  Engage Paris

  Co-Founder

  Sep 2018 - Present

  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
• 

  Success Chain

  Co-Founder and Advisor

  Oct 2016 - Present

  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

• Customer Success Excellence Awards (Now Customer Growth Awards)

  Customer Success Excellence Judge

  Apr 2022 - Dec 2023

  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
• 

  Rocket School

  Customer Success Curriculum Designer

  Apr 2020 - Aug 2022

  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
• 

  IKO System - A Sidetrade company

  Customer Success Director

  Feb 2014 - Oct 2015

  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

• Micropole

  Intrapreneur - Change Management and Customer Success Founder/Director

  Sep 2010 - Feb 2014

  • 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

• Micropole

  Senior CRM and Change Management Consultant

  Sep 2007 - Aug 2010

  • 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-Lucent Enterprise

  International Change Manager (Sales Processes)

  Feb 2004 - May 2007

  • 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-Lucent Enterprise

  International Change Manager (Sales Processes)

  Feb 2004 - May 2007

  • 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)
• 

  UNESCO

  Digital Marketing and Communication Consultant

  Jul 2003 - Jan 2004

  • 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
• 

  Radiall

  Customer Service and CRM Manager

  Jul 1999 - Jan 2003

  • 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.
• 

  Radiall

  Export Sales Manager

  Oct 1992 - Jun 1999

  • 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).
• 

  Hella

  Customer Quality Assurance Manager

  May 1990 - Oct 1992

  • 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)
• 

  Labinal -(Now Safran)

  Export Sales Manager

  Sep 1988 - Apr 1990

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