About Cyril
Fractional VP/Head of CS turning customers into growth engines.
I've spent 25 years in the field—corporate rigor (NPD, advisor to Boards of Burger King & Subway) meets startup speed (RoomRaccoon, Datama).
I know what kills retention and what drives expansion because I've done it: -40% churn, +22% growth, transformed and grew CS organisations (14 international team members).
I work with founders who know their product works but are struggling with churn or stalled expansion.
I identify the gaps, design the solutions (Playbooks, Processes, QBR...) and get results.
I deliver operational CS that drives ARR.
English
Native or bilingual
French
Native or bilingual
Can work on-site
Amsterdam (up to 50km)
Experience
- ROOMRACCOON (SaaS PMS)Global Head of Customer Success & Advisory Board MemberSOFTWARE PUBLISHINGApril 2024 - October 2025 (1 year and 6 months)Breda, Netherlands• Transformed an early-stage CS department into a performance-driven organisation aligned with NRR objectives (2200+ hotel clients worldwide)• Structured and managed global CS team: recruitment, training, and leadership of 13 CSMs + 1 Team Lead• Implemented operational infrastructure: client segmentation, playbooks, KPIs, dashboards, roles & responsibilities• Shifted team culture: from product satisfaction to helping clients achieve their objectives (outcome-driven QBRs, business consulting)• Designed cross-functional processes (CS, Implementation, Product, Support, Finance) improving customer outcomes and reducing churn -40%
- DATAMA (SaaS Augmented Analytics)Chief Revenue Officer & Advisory Board MemberSOFTWARE PUBLISHINGAugust 2022 - March 2024 (1 year and 7 months)Paris, France• Responsible for end-to-end revenue strategy and execution (pre-sales → sales → CS) for FMCG/Retail/Travel sectors, ARR growth +11%• Spearheaded brand repositioning and complete website overhaul supporting pipeline and conversion• Key contributor to product development: identified and prioritised high-impact retention features based on client feedback
- THE NPD GROUP (Market Insights)Head of Analytics –March 2019 - July 2022 (3 years and 4 months)Paris, France• Drove revenue strategy across Prestige Beauty, Toys & Sports verticals, grew sales X2• Advised C-level at L'Oréal, LEGO, Hasbro, Coty on market evolution and competitive positioning• Launched Germany operations (Beauty vertical)• Led full sales cycle (project + SaaS): prospection, discovery, proposal, closing
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Education
- MBANicholls State UniversityMBA