Consulting en Relations Clients B2B

Transformer vos relations clients en levier de croissance.

La plupart des entreprises investissent massivement dans l'acquisition. Pourtant, acquérir un nouveau client coûte 5 à 25× plus cher que de le fidéliser.

Combien ont vraiment structuré ce qui se passe après ? (HBR / Bain & Company)

Réservez un appel de 20 min → Découvrir la méthode
Cecile Nosibor, fondatrice de CARE Method, consultante en Customer Success B2B

“Analytically sharp, strategically minded, and truly invested in her customers' success.”

— Jackie Wadhwa
CS & Advocacy Leader · ex-Chargebee
IBM Chargebee Actito Concourse
Le constat

Les signaux d'une relation client qui ne scale pas.

Churn subi plutôt qu'anticipé

Signaux faibles ignorés, health score inexistant. La détection des risques reste réactive.
→ Actions déclenchées trop tard — revenus perdus

Potentiel d'expansion sous-exploité

Upsell et cross-sell traités au fil de l'eau. L'expansion repose sur l'initiative individuelle.
→ La base clients reste un gisement inexploité

Momentum perdu à la passation CS

Le transfert entre Sales, Implémentation et CS reste informel. Le contexte client se dilue.
→ Friction client, surcharge support post go-live

Équipes travaillant en silos

Sales, CS, AM, Support et Product avancent chacun avec leur logique. Le cadre commun manque.
→ Expérience client fragmentée, difficile à piloter

Product déconnecté du terrain

Le feedback client remonte de façon sporadique. La voix du client reste diffuse.
→ Roadmap décalée des besoins réels

Pilotage à l'aveugle

NRR, health score, dashboard CS : les indicateurs clés sont absents ou dispersés.
→ Décisions fragiles, valorisation impactée
Acquérir un client coûte 5 à 25× plus cher que le fidéliser — un écart qui ne cesse de se creuser.
— Harvard Business Review / Bain & Company
Ce que cela coûte concrètement
  • Dépendance forte à l'acquisition pour croître
  • Revenu récurrent peu prévisible
  • Pression accrue sur les équipes
  • Valorisation impactée (ARR, NRR)
La méthode

4 leviers pour activer la croissance sur votre base clients.

C

Customer

Comprendre vos clients & structurer leur parcours
  • Segmentation multicritères et priorisation des comptes
  • Cartographie du parcours client
  • Plan de comptes stratégiques
  • Critères de succès clients mesurables
A

Adoption

Développer l'usage & accélérer le time-to-value
  • Onboarding structuré et reproductible
  • Passation Implémentation → CS formalisée
  • Formation utilisateurs et suivi d'usage
  • Collaboration avec l'équipe Product
R

Retention

Sécuriser les renouvellements & réduire le churn
  • Health score et détection proactive des risques
  • Structuration des renouvellements
  • QBR et rituels de pilotage partagés
  • Plans de succès co-construits avec le client
E

Expansion

Développer les comptes & débloquer du revenu
  • Identification et qualification des opportunités upsell
  • Playbooks d'expansion par segment
  • Alignement CS – Sales – Product sur les comptes clés
  • Développement de comptes stratégiques
↓ Churn
Prévention proactive
↑ NRR
Expansion structurée
⚡ TTV
Time-to-value accéléré
🎯 CSQLs
Opportunités identifiées
🤝 Alignement
Collaboration transverse équipes
À propos

Cécile Nosibor — 15 ans en première ligne.

J'accompagne les entreprises en croissance à professionnaliser la gestion de leur portefeuille clients après la vente.
Objectif : transformer votre base clients en moteur de croissance durable.

15+ ans au cœur de la relation client B2B — à gérer, développer et défendre des portefeuilles stratégiques. SaaS, Fintech, Martech, Travel Retail. France, EMEA, APAC.

  • $7M ARR géré — Chargebee, Strategic CS & AM, 40+ comptes EMEA
  • 115% NRR · #1/26 CSMs ×2 · Customer MVP 2023
  • 145% objectifs — 1ère CSM recrutée IBM Marketing Cloud APAC
  • €5.5M portfolio · +20% marge renouvellements — Concourse
  • 7 ans à l'international dont 5 à Singapour · EMEA · APAC

Une approche structurée et orientée impact

Pragmatique
Actions concrètes, résultats mesurables
Structurante
Frameworks durables pour les équipes
Collaborative
Alignement Sales – Product – CS – RevOps – Direction
Orientée valeur client
Priorisation sur impact business
Activable rapidement
Livrer même en environnement non structuré
Alignement transverse
Meilleure collaboration et coordination inter-équipes
Les services

Un accompagnement adapté à vos enjeux de croissance et de fidélisation.

01

CARE Diagnostic

Point de départ

État des lieux structuré de votre organisation relation client.

  • Analyse des 4 leviers CARE
  • Identification des quick wins
  • Plan d'action priorisé
2 – 3 semaines
02

CARE Structuration

Offre principale

Fondations de votre relation client post-vente.

  • Process et playbooks opérationnels
  • KPIs & dashboards exécutifs
  • Structuration des rôles
  • Formation équipe
3 – 6 mois
03

CARE Leadership

Sur mesure

Pilotage de votre relation client — structuration continue.

  • Structuration continue
  • Reporting C-level
  • Interim / Prise de poste
  • Accompagnement équipes
À définir ensemble
Track record — des résultats obtenus sur le terrain
115%
NRR atteint
$7M
ARR géré
#1/26
CSMs (×2)
+$2M
TCV négocié
+20%
Marge renewals
98%
Rétention
MVP
Customer 2023
145%
Objectifs IBM
115%
NRR atteint
$7M
ARR géré
#1/26
CSMs (×2)
+$2M
TCV négocié
+20%
Marge renewals
98%
Rétention
MVP
Customer 2023
145%
Objectifs IBM
Ce qu'ils en disent

Ce qu'ils retiennent du travail ensemble.

Cécile a su renverser la situation, pas à coups de promesses, mais par un suivi rigoureux et un vrai rôle de porte-voix d'Agorapulse en interne. Nous sommes passés d'une relation fragile à une collaboration durable et sereine.
FE
Florian Ernoult
VP of Engineering, Agorapulse
She is one of the best Customer Success professionals I've come across in my career. A trusted advisor who advocates fiercely for her customers while always finding the win-win.
JW
Jackie Wadhwa
CS & Advocacy Leader · ex-Chargebee
Any B2B SaaS startup looking to structure their CS or AM — Cecile is the absolute gold standard!
TW
Tan Yee Weng
Senior PM, Coty TR APAC
Turning potential churn risks into long-term renewals and expansions — her proactive approach was exceptional.
DG
David Garsia
Manager CS, ServiceNow · ex-Stripe, Twitter
She provided me with the best onboarding experience — and assembled, managed and drove our team to success.
SV
Séverine Vathananonh
Managing Partner, VS Yachts
Contact

Parlons de votre projet en 20 minutes.

Un diagnostic rapide sur les 4 leviers CARE et les 3 actions prioritaires à mettre en oeuvre.

Réserver un appel →cecile@caremethod.fr
B2B Customer Relations Consulting

Turn your customer relationships into a growth lever.

Most growth-stage companies invest heavily in acquisition. Yet acquiring a new customer costs 5 to 25× more than retaining an existing one.

How many have truly structured what happens after the sale? (HBR / Bain & Company)

Book a 20-min call → Discover the method
Cecile Nosibor, founder of CARE Method, B2B Customer Success consultant

“Analytically sharp, strategically minded, and truly invested in her customers' success.”

— Jackie Wadhwa
CS & Advocacy Leader · ex-Chargebee
IBM Chargebee Actito Concourse
The challenge

The signs of a customer relationship that doesn't scale.

Churn detected too late

Weak signals ignored, no health score. Risk detection remains reactive.
→ Actions triggered too late — revenue lost

Untapped expansion potential

Upsell and cross-sell handled ad hoc. Expansion relies on individual initiative.
→ Existing customer base remains an untapped goldmine

Momentum lost at CS handover

The transfer between Sales, Implementation and CS stays informal. Client context gets diluted.
→ Client friction, support overload post go-live

Teams working in silos

Sales, CS, AM, Support and Product each operate with their own logic. A shared framework is missing.
→ Fragmented customer experience, hard to steer

Product disconnected from the field

Customer feedback flows sporadically. The voice of the customer stays diffuse.
→ Roadmap misaligned with real needs

Flying blind

NRR, health score, CS dashboard: key indicators are absent or scattered.
→ Fragile decisions, valuation impacted
Acquiring a customer costs 5 to 25× more than retaining one — a gap that keeps growing.
— Harvard Business Review / Bain & Company
The real cost
  • Heavy reliance on acquisition for growth
  • Unpredictable recurring revenue
  • Increased pressure on teams
  • Valuation impacted (ARR, NRR)
The method

4 levers to activate growth on your customer base.

C

Customer

Understand your customers & structure their journey
  • Multi-criteria segmentation and account prioritisation
  • Customer journey mapping
  • Strategic account plans
  • Measurable customer success criteria
A

Adoption

Drive usage & accelerate time-to-value
  • Structured, repeatable onboarding
  • Formalised Implementation → CS handover
  • User training and usage tracking
  • Product team collaboration
R

Retention

Secure renewals & reduce churn
  • Health score and proactive risk detection
  • Renewal structuring
  • QBR and shared steering rituals
  • Success plans co-built with the client
E

Expansion

Grow accounts & unlock new revenue
  • Upsell opportunity identification and qualification
  • Expansion playbooks by segment
  • CS – Sales – Product alignment on key accounts
  • Strategic account development
↓ Churn
Proactive prevention
↑ NRR
Structured expansion
⚡ TTV
Accelerated time-to-value
🎯 CSQLs
Opportunities identified
🤝 Alignment
Cross-team collaboration
About

Cécile Nosibor — 15 years in the field.

I help growth-stage companies professionalise the management of their client portfolios after the sale.
Objective: turn your client base into a sustainable growth engine.

15+ years at the heart of B2B customer relationships — managing, developing and defending strategic portfolios. SaaS, Fintech, Martech, Travel Retail. France, EMEA, APAC.

  • $7M ARR managed — Chargebee, Strategic CS & AM, 40+ EMEA accounts
  • 115% NRR · #1/26 CSMs ×2 · Customer MVP 2023
  • 145% target — 1st CSM hired IBM Marketing Cloud APAC
  • €5.5M portfolio · +20% renewal margin — Concourse
  • 7 years abroad incl. 5 in Singapore · EMEA · APAC

A structured, impact-driven approach

Pragmatic
Concrete actions, measurable results
Structuring
Lasting frameworks for teams
Collaborative
Sales – Product – CS – RevOps – Leadership alignment
Customer value-driven
Prioritisation on business impact
Quick to activate
Delivering even in unstructured environments
Cross-team alignment
Better collaboration and coordination across teams
Services

An engagement tailored to your growth and retention challenges.

01

CARE Diagnostic

Starting point

Structured assessment of your customer relationship organisation.

  • 4 CARE levers analysis
  • Quick wins identification
  • Prioritised action plan
2 – 3 weeks
02

CARE Structuring

Core engagement

Building the foundations of your post-sale customer relationship.

  • Operational processes & playbooks
  • Executive KPIs & dashboards
  • Role structuring
  • Team training
3 – 6 months
03

CARE Leadership

Tailored

Steering your customer relationships — ongoing structuring.

  • Ongoing structuring
  • C-level reporting
  • Interim / Cover role
  • Team support
To be defined together
Track record — results achieved in the field
115%
NRR achieved
$7M
ARR managed
#1/26
CSMs (×2)
+$2M
TCV negotiated
+20%
Renewal margin
98%
Retention
MVP
Customer 2023
145%
IBM targets
115%
NRR achieved
$7M
ARR managed
#1/26
CSMs (×2)
+$2M
TCV negotiated
+20%
Renewal margin
98%
Retention
MVP
Customer 2023
145%
IBM targets
In their own words

What they remember from working together.

Cécile turned the situation around — not through promises, but through rigorous follow-up and by becoming a true voice for Agorapulse internally. We went from a fragile relationship to a lasting, trusted partnership.
FE
Florian Ernoult
VP of Engineering, Agorapulse
She is one of the best Customer Success professionals I've come across in my career. A trusted advisor who advocates fiercely for her customers while always finding the win-win.
JW
Jackie Wadhwa
CS & Advocacy Leader · ex-Chargebee
Any B2B SaaS startup looking to structure their CS or AM — Cecile is the absolute gold standard!
TW
Tan Yee Weng
Senior PM, Coty TR APAC
Turning potential churn risks into long-term renewals and expansions — her proactive approach was exceptional.
DG
David Garsia
Manager CS, ServiceNow · ex-Stripe, Twitter
She provided me with the best onboarding experience — and assembled, managed and drove our team to success.
SV
Séverine Vathananonh
Managing Partner, VS Yachts
Contact

Let's discuss your project in 20 minutes.

A quick diagnostic across the 4 CARE levers and the 3 priority actions to implement.

Book a call →cecile@caremethod.fr