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Jul 2024 – Jan 2025 · Paris, France
Maki People
Customer Success
Maki People is a pre–Series A HR-tech SaaS that helps companies assess and hire talent. As a Customer Success Intern in Paris, I owned the full post-sale lifecycle for 7 enterprise accounts, partnering directly with HR and Talent leaders.
What I did
- Owned onboarding, activation, retention, and expansion for 7 enterprise accounts through go-live.
- Mapped the activation flow to pinpoint where new customers dropped off in the onboarding handoff.
- Ran a weekly Product & Engineering cadence to unblock customers and trained 20+ end users.
- Ran weekly Voice-of-Customer reviews as first point of contact for urgent product issues.
- Built onboarding playbooks, FAQ libraries, and account case studies adopted as company standard.
Impact
- Raised NPS 25% by diagnosing a 30% onboarding drop-off and driving prioritized fixes.
- Held 95% on-time go-live across accounts.
- Trained 20+ end users to accelerate activation.
- Cut repeat coordination company-wide with playbooks adopted as standard.