Customer Success Leader | EMEA
Romain Desjours
About Me
Customer Success Leader | EMEA | Data & AI | Driving Net Revenue Retention, Expansion & Customer Value | Building High-Performing Teams
Customer Success Leader with 10+ years of experience in SaaS and software, leading high-performing teams across EMEA.
I specialize in turning Customer Success into a scalable and predictable growth engine by driving Net Revenue Retention through customer value, product adoption, and expansion.
Currently leading Customer Success strategy at Semarchy, I partner with global leadership to align team performance with business objectives, scale processes, and deliver measurable impact on retention and growth.
My expertise includes coaching senior Customer Success Managers, building strong customer relationships, and driving cross-functional collaboration across Sales, Product, and Support. I am particularly interested in data-driven organizations where Customer Success plays a strategic role in growth.
Work Experience
Jan 2025 - Present
Manager, EMEA Customer Success
Semarchy
- Lead Customer Success strategy across EMEA, aligning team performance with global business objectives
- Manage and develop a team of 3 Customer Success Managers, driving performance, engagement, and growth
- Drive Net Revenue Retention through customer value, adoption, and expansion strategies
- Define KPIs and scalable frameworks to optimize Customer Success operations
- Build and scale customer advocacy programs, generating reviews and activating customer champions
- Generate pipeline through targeted campaigns, webinars, and strategic customer engagement
- Contributed directly to deal closures through executive relationships and strategic customer introductions
- Represent the company through webinars, events, and customer-facing presentations
Apr 2023 - Jan 2025
Team Lead, Client Success
Semarchy
- Led a team of Customer Success Managers, providing coaching and performance management
- Managed strategic accounts with responsibility for retention and expansion
- Conducted Executive Business Reviews and drove value realization
- Identified and executed upsell and cross-sell opportunities
Apr 2022 - Apr 2023
Customer Success Manager
Semarchy
- Managed enterprise customers, driving adoption, retention, and growth
- Acted as the voice of the customer, influencing product and strategy
- Built ROI-driven business cases and identified expansion opportunities
- Improved processes and contributed to scaling Customer Success
Apr 2022 - Present
Independent Consultant
Freelance
- Advised organizations (Private Equity / Investments firms) on Office of the CFO processes (AP/AR automation, Order Management, Purchasing)
- Provided consulting on Customer Experience, Customer Support, AI and Service Operations
- Delivered training and workshops on management and operational excellence
May 2019 - Apr 2022
Customer Success Manager
Esker
- Managed a portfolio of enterprise customers, driving adoption, retention, and revenue growth
- Identified and executed upsell and cross-sell opportunities through proactive account management
- Acted as the voice of the customer, influencing product improvements and internal priorities
- Built customer enablement programs and contributed to advocacy initiatives (e.g., Gartner Peer Insights)
- Contributed to the design and implementation of Customer 360 and health scoring models to improve customer visibility and risk detection
Oct 2015 - May 2019
Customer Success Manager
Esker
- Provided technical and functional support to global customers and partners, ensuring high satisfaction
- Resolved complex issues in collaboration with cross-functional teams (R&D, Sales, Consulting)
- Managed critical incidents and contributed to continuous improvement of support processes
Sep 2013 - Sep 2015
Consultant Applications
Sogeti
- Developed and maintained business applications across multiple environments (Mainframe, Java, SharePoint)
- Contributed to full software lifecycle, from design to deployment
- Supported application modernization and migration projects for enterprise clients
Jun 2013 - Aug 2013
Consultant Applications
Sogeti
- Developed a prototype application to support Agile practices using C# and .NET
Education
Master's degree - Information Technology & Project Management
Université Bordeaux I
Graduated with Honors (Top of Class)
BSc Web Development, Mobile Development & Web Technologies
Teesside University
Activities and societies: Interlink : student exchange trips across Europe
Diploma in Computer Science (DUT), Computer Science
Université Claude Bernard Lyon 1
Grade: Graduated with Honors
High School Diploma, Electronics Engineering
Lycée Camille Claudel (Digoin)
Grade: Graduated with High Honors
Skills & Expertise
Customer Success & Revenue Growth
Customer Success
Customer Success Management
Net Revenue Retention (NRR)
Customer Retention
Expansion Strategy
Upselling
Cross-Selling
Value Realization
Churn Reduction
Customer Strategy & Experience
Customer Experience (CX)
Customer Lifecycle Management
Customer Journey
Product Adoption
Voice of the Customer (VoC)
Executive Business Reviews
Operations & Data
Customer Success Operations
KPI Management
Customer Analytics
Data-Driven Decision Making
CRM (Salesforce)
Leadership & Team Building
Team Leadership
People Management
Hiring & Scaling Teams
Coaching & Mentoring
Stakeholder Management
Go-To-Market & Growth Impact
Pipeline Generation
Customer Advocacy
Webinar & Event Leadership
Strategic Account Engagement
SaaS & Environment
Software as a Service (SaaS)
Process Improvement
Change Management
Companies I’ve Worked For
Phone
