Omnipresent

Omnipresent is a leading Employer of Record (EOR) platform, enabling companies to hire globally without the burden of setting up foreign entities.

As a Customer Success Manager specializing in strategic accounts, I manage complex global relationships end-to-end, ensuring seamless onboarding, proactive risk management, and client growth. I combine a human-first approach with a deep understanding of HR, Legal, and Compliance frameworks to deliver measurable results in fast-paced, dynamic environments.

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My results:

• Owned the success, retention, and growth of 20+ high-value accounts
• Net Revenue Retention (NRR) of 112%, exceeding company targets and driving expansion within existing accounts
• Partnered directly with C-Level executives and HR leadership teams to design scalable solutions for global employment
• Led onboarding and account strategy for clients across 160+ countries, navigating complex HR, Legal, and Finance regulations
• Supported the success of critical enterprise accounts, ensuring high retention and expansion rates
• Proactively identified expansion opportunities and closed upsell deals, contributing to overall revenue growth
• Developed personalized onboarding frameworks and customer success plans that reduced time-to-value and improved customer satisfaction

Customer Success Manager

Luna.ai

• Partnered with co-founders to define GTM and customer success strategy during the company's early growth phase.
• Managed 100+ SMB accounts (EMEA/NA) and implemented proactive success strategies that reduced churn by 15%.
• Increased LTV by 279% through custom onboarding journeys and customer engagement experiments.
• Designed scalable self-service processes, improving customer self-resolution rates by 235%.
• Led tooling selection and integration for Growth, CX, and Marketing teams.
• Drove PLG (product-led growth) initiatives based on usage data and customer insights.
• Contributed to the company's pivot through deep feedback loops, helping inform new product-market direction.

Note: Luna underwent a strategic pivot; the IP was absorbed into a new venture.

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Founding team member, building CS/CX processes from the ground up.

My goal was to turn Luna’s customers into advocates. How? By helping them score meetings using Luna.

Tasks & projects I worked on :

→ Building the onboarding, adoption, retention, expansion and advocacy strategies
→ Churn prevention
→ Cold email and sales strategies 
→ Community building
→ Tooling, CS tech stack optimization and vendor management

Founding Customer Success

My results:

• Oversaw the success and renewal of 60+ accounts (SMBs), representing $400K MRR
• Managed the relationship of the two biggest customers of the company, representing $200K MRR
• Mentored 4 new CSMs and improved speed to onboarding readiness
• Improved and created new client onboarding processes to have customers’ projects deployed within 30 days
• Implemented a new QBR process leading to higher customer engagement and lower churn

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Omnipresent is an EOR (Employer of Record) specialized in automating complex processes like setting up entities, payroll, taxes, and benefits so that teams can focus on their people. 

As a Customer Success Manager, I owned and managed the customer relationship from start to finish. With my experience in the EOR field, I've learned to think outside of the box and get creative when solving complex problems related to Legal, Finance, and HR. 

I've consistently received positive feedback from clients and colleagues, successfully managed and resolved escalated client issues, and demonstrated strong communication and negotiation skills.

Baremetrics

My results:

• Increased feature adoption by 10% in 3 months
• Developed and tracked KPIs for the Customer Success department
• Researched and led the implementation of a new helpdesk (Intercom)
• Streamlined processes to proactively develop relationships with customers
• Created an onboarding series to increase conversion rates
• Created upsell series to promote new features and increase feature adoption

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Bare..? Metrics? Bare, yes.
Bare as in only the most important: Baremetrics helps you cut through the noise.

SaaS and subscription businesses are drowning in data. They have no idea what is driving their growth or where to focus their efforts to grow faster.

Baremetrics provides a simple, yet powerful solution for SaaS & subscription businesses by helping them see the complete picture of their business with all of the key metrics they need to make better decisions about how to grow.

My role? 🪄 Simply put, I helped Baremetrics' clients make more.

Customer Success Account Manager

Groupe-conseil Solertia

My results:

• Lead the biggest Law Compliance mandate of the firm ($85K) and upsold the client for annual audits ($20K yearly)
• Signed and led the biggest Pay Equity mandate of the firm ($65K)
• Scaled the Pay Equity line of service from $350K to $1.5M
• Surpassed an average productivity rate of 90%
• Lead the development, training and learning initiatives for a department of eight (8) junior consultants and analysts
• Developed long-term relationships with major client accounts and turned one-time projects into repeated business
• Streamlined the Pay Equity and Law Compliance processes
• Participated and animated human resources events and conferences

——

In this role, I gained exposure to all aspects of a consulting project, from writing proposals and engaging in client communications to delivering projects and making final adjustments. 

Collaborating with fellow professionals, department heads, and C-suite executives has sharpened my business acumen and offered valuable insights into the realities of diverse industries.

My journey with Solertia has fuelled my professional growth, honing my time management skills and enabling me to excel in handling multiple projects (60+) simultaneously. 

Within a short timeframe, I progressed to leading my own mandates and was entrusted with overseeing one of the firm's most significant law compliance files – Quebec's 1% Training Law. 

This experience has enriched my project management, leadership, and client relations expertise, propelling me to thrive in the consulting industry.

Human Resources Consultant

Addendum

• Accurately identify our personas by analyzing different sources of information;
• Identify the arguments to implement an Applicant Tracking System, present the project to the president of the company and find a supplier meeting our needs;
• Develop a strategy to foster long-term relationships with past applicants and potential candidates;
• Assist the director of technology and marketing in different projects.
• Plan interviews and selection procedures, including in-person interviews
• Coordinate with hiring managers to identify staffing needs
• Determine selection criteria

Along with those projects, I was also responsible for passing on my knowledge of our recruitment procedures to new hires and of assisting them in their daily tasks.

Talent Acquisition Advisor

Industries Delorimier Inc.

Summer student contract: 

To help with the seasonal demand of the company, I took this opportunity to explore my options in the manufacturing industry, which was a great way to develop my leadership skills in a middle management position. My previous customer service experiences have proven to be a great asset in this position to prevent customer turnovers, as I had to deal with various customers daily.

This experience happened to be a great way to get outside of my comfort zone, to experiment with my teamwork approach with new colleagues, and to learn more about the challenges of occupying a middle management position.

Operations Supervisor

Desjardins

During this long-term experience, I’ve developed a major part of my competencies. With the help of my superiors, who all acted as inspirational leaders to me, I’ve had the opportunity to have personalized coaching to further develop my sales techniques, my customer service, my work methods and rational and analytical thinking.

During my three years working at a Desjardins branch in Laval, I navigated through different roles that all allowed me to develop my professionalism. I first began as a teller (N-2), I then worked as a customer service representative over the phone, then worked at the reception (N-3). During an internship, I was also lucky to assist the department of human resources in multiple tasks. Finally, I occupied an administrative assistant (N-4) position to support the management team.

These different tasks have allowed me to put into practice the learnings that I was acquiring in my university classes, but they also allowed me to develop, as mentioned before, multiple competencies such as my leadership, my teamwork spirit, my capacity to adapt to different environments,  my openness to change and my capacity to solve problems.

Agent service aux members (N2/N3/N4)

Customer Service Representative

Big Time Watches

This experience allowed me to develop my judgement, my autonomy, my leadership and my business acumen skills. I would like to thank my district managers who helped me develop the core of my customer service skills and sales techniques. The tasks I had to do in this job were general for a sales associate position: reach my sales objectives, attract customers and close the sale, this opportunity also allowed me to work on my negotiation skills and customer satisfaction skills. 

As I gained experience, I was asked to take on the responsibilities of the manager.

Sales Associate

SoftMoc

I help high-achievers thrive in work and relationships 💙 | Business strategies that work on humans too | Remote wisdom from 25+ countries

🤔 What if the playbooks you use to save $100K+ accounts could also save your relationships and closest friendships?

I’ve spent 5+ years in Customer Success scaling startups and managing $5M+ ARR portfolios. In that time, I realized something: the same frameworks that keep customers loyal also keep people loyal.

- Resolve conflicts before they explode
- Communicate proactively so people feel seen
- Deliver value without burning out
- Build trust that lasts

They work in business, dating, friendship, with any human, in any context, and they’re something AI can’t replicate.

Now I share what actually works:
→ Business strategies for better relationships
→ Remote life wisdom from 25+ countries
→ CS frameworks for life success

Because your 9-5 skills shouldn’t clock out at 5:01.

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Hi, I’m Anthony 👋

CS leader, remote work advocate, and lifelong learner passionate about growth, habits, and helping people thrive without burning out.

Whether you're:
→ A leader looking to strengthen teams and client relationships
→ A remote professional balancing career and connection
→ Or someone ready to apply proven frameworks to life outside of work

You're in the right place.
📬 Reach out to collaborate, connect, or just say hi!

I’m on a mission to build something bigger: a platform to help high-achievers escape burnout, embrace remote work, and design lives they don’t need to escape from.

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As a CSM, I’ve: 

→ Scaled departments from $350K to $1.5M+
→ Managed $5M+ ARR across 60+ accounts
→ Boosted LTV by 279% with better onboarding
→ Cut churn by 15% through scalable playbooks
→ Closed and lead companies' biggest deals
→ Drove feature adoption and built AI-powered self-service systems
→ Coached and mentored new team members

Behind every metric is the same philosophy: when you create people-first experiences with smart systems, growth runs on autopilot.

Anthony Boudreau

CSMs: "This QBR will blow them away!"

... creates a deck longer than their contract

I just reviewed a 43-slide QBR deck.
FORTY. THREE. SLIDES.

For context:
- TED Talk: 18 minutes max
- Your QBR: 90 minutes of torture
- 2025 Attention span: 4 seconds

Here's my QBR napkin test:

1. You paid us $X
2. You got $Y in return  
3. Here's how we get to $Z

That's it.

The best QBR I ever delivered?
No slides. 
Just three numbers on a whiteboard (I know, old school).

Client's response: "Finally, someone who gets it"
Renewed for 3 years on the spot AND cross-sold.

Why? Because I didn't present TO them.
I had a conversation WITH them.

43-slide deck?
- Slide 1-15: Features they already know
- Slide 16-30: Usage data they don't care about
- Slide 31-43: Next steps they'll forget

Napkin approach?
- Minute 1-5: their biggest win this quarter
- Minute 6-10: their biggest challenge  
- Minute 11-15: our solution together

The secret:
Executives don't want your novel.
They want your headline.

If you can't explain your value in 30 seconds, you don't understand it yourself.

What would your QBR look like on a cocktail napkin?

Helping high-achievers use business frameworks to win at work & life 💙 | $10M ARR CSM | Remote from 25+ countries

CS Insider

🥳 Contributor to the Ultimate Questions Toolbox for CSMs
🥳 I was spotlighted in the #28 Report from CS Insider.
🥳 Contributor to 100 Ways to Stand out as a Customer Success Manager
🥳  Contributor to the Customer Success Rolodex: the communities, the blogs, the newsletters, the resources, the tech, the PEOPLE to follow in CS

CS Insider provides advice, stories, and resources that help Customer Success professionals thrive in their careers. No fluff allowed. I contribute to the creation of bi-weekly CS Insider Reports.

Contributing Member

CS Connect

City Lead at CS Connect. We're a bustling global community dedicated to empowering customer success professionals. Our mission? To cultivate future leaders in customer success through community-based learning, strong connections, and transformative mentorships.

In this role, I'll be spearheading local events and initiatives in Berlin, fostering a thriving environment for customer success enthusiasts to connect, share, and grow together.

Join us in redefining customer success: https://www.linkedin.com/company/cs-connect

Chapter Lead-Berlin

Whale (usewhale.io)

Whale is a knowledge & SOP sharing tool that centralizes all of your standard operating procedures and knowledge so you can better grow your teams.

Compass /

Managed relationships with a portfolio of 60+ customers ($125M in revenue). Implemented a workflow management platform (TC Workflow) to automate and track all real estate transactions, increasing revenue by more than 30% in 2021. Analyzed and presented data to Sales and Marketing teams. Revamped sales handover process to improve the customer onboarding experience. Migrated customer journey from paper to digital.

Transaction Manager for Jeff Block & the City Block Team

Keller Williams Philadelphia

Digitized the customer onboarding process, reducing onboarding completion times by 25%. Trained customers across 3 offices, enabling the onboarding of over 300 clients. Implemented a new customer orientation program, increasing the amount of annual enrolled customers. Led a team of employees to successfully onboard the largest-ever cohort of customers. Managed a portfolio of 300+ customers, providing a tailored customer journey that included personalized resources, and strategic cross-sell opportunities that helped customers accomplish their business goals.

Director of Agent Experience

Increased customer engagement via the creation of a marketing calendar and a monthly newsletter. Conducted over 100 warm sales calls per month, ensuring the management team’s KPIs of attracting, recruiting, and retaining customers were met. Resolved all customer issues submitted via email, phone, or in-person for 200+ agent real estate brokerage.

Market Center Coordinator/Office Manager

Bella Turka

Provided a consistent, high level of customer service by creating excellent client relationships for this retail business that specializes in selling jewelry from around the world. Customers came to us for guidance for special occasion pieces and requested our merchandise expertise.

- Drove continuous sales by maintaining and presenting merchandise in compelling
 ways.

- Developed product knowledge by learning merchandise features and benefits. 

- Understood all systems and procedures relating to sales and credit transactions.

Retail Sales Associate

David Williams Clothiers

As a mom and pop shop with a personal touch, I was able to give clients a stellar customer experience when ordering custom-made suits by making them feel as though they were our only client. By keeping detailed customer profiles on our clients, we knew their specific taste in clothes, styles, sizes and color.

Sales & Office Assistant

Profile Public Relations

I assisted in managing and promoting the reputation of 15+ high-profile chefs and 
restaurants by distributing press releases to targeted media outlets of upcoming events 
and new restaurant openings for our clients.

Marketing & Office Assistant

Customer Success Manager | Google Project Management Certified | Manager with a knack for building deep relationships and streamlining operations | Health & Wellness Enthusiast

My superpower is having a strong nocturnal rhythm. 😂 This allows me to be on top of my customer success game. 💪

Want to get to know me? 😄
 Check out this podcast interview I did with Stijn Smet from Whale.io 

👉  https://open.spotify.com/episode/7FXhS3dMBuIa01wHFrPrq6?si=6zAIzzTVRaKf5hybS0dkxQ

 With over 10 years of experience as a relationship manager, I have been dedicated to helping customers achieve their goals and fostering strong connections. My expertise lies in process improvement, data analysis, and change management, which has allowed me to creatively boost efficiency in various projects. In the real estate sector, I successfully utilized technology to drive revenue.


I am detail-oriented and THE go-to problem solver. You can always catch me either tweaking systems to make them more efficient, supporting my team, or tapping into workplace humor!

My colleagues and customers would say what they appreciate most about me is I keep it real, and I'm the first one to proactively step in and provide support or added value.

I'm excited to work for a company where I can bring my passion for customer obsession, talent for process improvement, and insatiable drive for personal and company growth.

taplio

The Battle

Anthony Boudreau

Katrina Kugelmeier

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