Isma Khemies

Certified trainer, Coach and Consultant for Customer Success, Support and Key Account Female Leaders and teams with over 15 years of global, multi-market experience in SaaS and E-commerce.

I help leaders lead with clarity and sustainable performance.

I advise companies to build and scale their Account Management, Customer Success & Support teams, design onboarding and training programs, and optimise processes to boost retention, NRR, CSAT, and overall customer experience.

Having worked across diverse regions (Europe & North America), I bring a multicultural perspective that allows me to tailor solutions to different markets and organisational contexts. I am also a certified Train the Trainer, enabling me to design and deliver impactful learning programs for teams at all levels, from onboarding new Customer Success Managers to coaching senior leaders.

I offer freelance services in:

- Customer Success strategy and team setup

- Leadership coaching and training programs

- Teams coaching and training

- Onboarding playbooks, process design, and KPI frameworks

- Multicultural and multi-market customer experience optimisation

- Career pivot for Customer-facing individual contributors.

Whether you are looking to scale your Customer Success function, improve team performance, or enhance customer engagement globally, I bring the expertise and hands-on approach to deliver measurable results.

I deliver workshops, coaching, and playbooks tailored to diverse markets and cultures. Services include Customer Success strategy, team setup, KPI frameworks, and coaching of newly promoted, mid-career CSMs as well as female leaders, designed to drive measurable results fast.

Feel free to contact me for a quotation and to find out how I can support you.