Marion Haensch
Reading,United Kingdom
Summary
Proactive Customer Success Manager with experience with SaaS platforms and CRM tools .
Thorough monitoring and measuring customer satisfaction, taking action to remedy any concerns with risk and churn activities as well as regular check in calls/on site visits .
Thriving in growing environments with experience on thinking of new processes and ways of working for CSMs as well as onboarding and training .
Passionate about partnership with customers and excellent communication skills, including empathy and efficiency.
Process enthusiast with a creative mindset seeking growth in a new environment .
Overview
10
10
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification
Work history
Customer Success Manager (UK accounts)
Keyloop
01.2023 - 08.2025
- Managing 20+ UK customers from top 200, addressing risk and churn proactively.
Conducting regular on-site meetings and online calls to ensure customer satisfaction and understand their business needs.
Daily collaboration with Customer Success team and cross-functional departments such as Sales, Product, Support, to improve service and products.
Artist
Self-Employed
Reading
04.2016 - 08.2025
- Artist since 2020 – painting commissions and own work as well.
- Beauty therapist - Aesthetic treatments such as lashes and nails.
Account Manager/Support Analyst
RAPID RTC/KEYLOOP
05.2021 - 01.2023
- Managed customer accounts in UK and France, addressing changes and enquiries via phone and email.
Maintained accurate records of activities in Salesforce.
Collaborated with colleagues across departments to ensure prompt response to enquiries.
Assisted with onboarding and training processes for new team members and customers.
Engaged with independent dealerships and manufacturers, including VW and Hyundai to enhance service delivery.
Online Chat Agent
RAPID RTC
01.2021 - 05.2021
- Customer service based, gathering information for dealership enquiries and connecting customers with sales both in English and French.
Cleaner
in2clean
Bracknell area
11.2020 - 01.2021
Spa therapist
Nirvana Spa
Wokingham
08.2019 - 10.2020
- Provided high-quality treatments within a team of therapists, ensuring effective communication about product management.
Handled medical issues, such as allergies, to maintain client wellbeing.
Selected tailored treatment products to enhance client experiences and satisfaction.
Trained with renowned brands including Decleor, Germaine Di Capuccini, and Jessica.
Self-Employed
Bracknell, Berkshire
04.2016 - 10.2020
- Planning, organising and providing one-to-one French lessons and tutoring with students of all levels.
Study Support Assistant
Bracknell Wokingham College
10.2017 - 07.2019
- Supporting students with disabilities and needs during lesson time. Adapting to individuals needs and wishes and working with low English level students from different cultures and nationalities.
River Island
Bracknell, Berkshire
09.2017 - 10.2017
Kerith Family Church
Bracknell, Berkshire
09.2016 - 08.2017
- Two days of Bible study and focus on self-work in the week with three days serving in a team for the Youth club, planning and organizing weekly events.
- Discipleship year
Waitress
Blue's Smokehouse
Bracknell
09.2015 - 01.2016
Line Worker
EDNA Germany
08.2015 - 08.2015
- (2 weeks)
Education
Diplôme National du Brevet des Collèges - National Diploma
Lycée Jean-Moulin Baccalauréat Littérature mention Bien - Equivalent to A-Level with Distinction
09.2012 - 07.2015
Kerith Academy - Discipleship year
Bracknell Kerith church
09.2016 - 08.2017
Teaching and Training Level 3 - undefined
Bracknell Wokingham College
02.2018 - 04.2018
Level 2 Beauty Therapy - undefined
09.2018 - 07.2019
Level 3 Beauty Therapy - undefined
08.2019 - 10.2020
Eyelash extension course - undefined
Skills
- Daily use of Word, Excel, PowerPoint, Salesforce
- Empathy in customer interactions
- SaaS platforms familiarity
- Client Relationship Management
- Onboarding processes
- Customer retention strategies
- Data analysis and reporting
- Constructive feedback delivery
- KPI monitoring
- Initiative taking
- Risk Management
Certification
- Universal Introduction to Safeguarding Children, Young People and Child protection, 2018
- ALPS (Award for Licensed Premises Staff), 2015
- Allergen Awareness, 2015
Languages
English
Fluent
French
Native
Spanish
Elementary
Hobbies and Interests
I am very creative and artistic, I love painting, crochet, making things out of clay and any new crazy idea that pops through my head. I enjoy cooking and gaming too, especially in the winter. Self-care and personal development are really important to me, I am always up to challenge myself especially at the gym, which is a big part of looking after my mental health.
References
References available upon request.
Timeline
Customer Success Manager (UK accounts)
Keyloop
01.2023 - 08.2025
Account Manager/Support Analyst
RAPID RTC/KEYLOOP
05.2021 - 01.2023
Online Chat Agent
RAPID RTC
01.2021 - 05.2021
Cleaner
in2clean
11.2020 - 01.2021
Spa therapist
Nirvana Spa
08.2019 - 10.2020
Level 3 Beauty Therapy - undefined
08.2019 - 10.2020
Level 2 Beauty Therapy - undefined
09.2018 - 07.2019
Teaching and Training Level 3 - undefined
Bracknell Wokingham College
02.2018 - 04.2018
Study Support Assistant
Bracknell Wokingham College
10.2017 - 07.2019
River Island
09.2017 - 10.2017
Kerith Family Church
09.2016 - 08.2017
Kerith Academy - Discipleship year
Bracknell Kerith church
09.2016 - 08.2017
Artist
Self-Employed
04.2016 - 08.2025
Self-Employed
04.2016 - 10.2020
Waitress
Blue's Smokehouse
09.2015 - 01.2016
Line Worker
EDNA Germany
08.2015 - 08.2015
Lycée Jean-Moulin Baccalauréat Littérature mention Bien - Equivalent to A-Level with Distinction
09.2012 - 07.2015
Eyelash extension course - undefined
Diplôme National du Brevet des Collèges - National Diploma
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