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Jul 2024–Jan 2025 · Paris, France
Maki People
Customer Success
Maki People is a Series A HR-tech SaaS company. I managed onboarding and adoption across seven enterprise accounts while connecting customer friction with Product and Engineering priorities.
What I owned
- Managed onboarding and activation across seven enterprise accounts through go-live.
- Built implementation plans, tracked milestones and risks, and maintained a 95% on-time onboarding rate.
- Trained 20+ users and created walkthroughs, FAQs, onboarding playbooks, and reusable enablement materials.
- Ran Voice-of-Customer reviews and connected support conversations and usage data to product requirements.
- Supported renewals and multi-country expansion through adoption reporting, QBR preparation, and customer follow-up.
Selected impact
- Maintained 95% on-time go-live across seven enterprise accounts.
- Reduced repeat support requests by 40%.
- Improved NPS by two points after identifying a 30% onboarding drop-off and driving fixes.
- Influenced six product improvements using customer conversations and usage analysis.
- Reduced customer handoff gaps by 40% through clearer ownership and standardized playbooks.