S
Souha Hamraoui
About
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Head of Customer Success
France
Résumé
Jobs
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Head of Customer SuccessRemotePassApr 2025 - Current (1 year 5 months)Leading the global Customer Success team at RemotePass with full ownership of revenue growth, customer retention, and team performance.- Senior Customer Success ManagerRemotePassSep 2023 - Apr 2025 (1 year 8 months)Played a pivotal role in shaping the CSM function at RemotePass, supporting 500+ global clients in onboarding and managing talent across 150+ countries. Contributed to revenue expansion Designed scalable playbooks for account management and lifecycle success Partnered cross-functionally with Sales, Product, and Ops to enhance customer journey Championed internal initiatives to improve product adoption and satisfaction Mentored junior team members and supported hiring & onboarding of new CSMs
- Customer Success ManagerRemotePassApr 2021 - Sep 2023 (2 years 6 months)RemotePass is a VC-backed HR-Tech platform helping companies onboard, manage, and pay global teams across 150+ countries. Managed 300+ global accounts across APAC, EMEA, and the US Led strategic onboarding initiatives and drove client retention & satisfaction Collaborated with Product & Ops to develop and refine features based on client feedback Built a data-led customer journey framework aligned with Sales Ops & Marketing Led the design and rollout of operational processes for EOR, onboarding, and payroll Recruited and trained team members, establishing performance KPIs and coaching plans Forged global partnerships with legal, tax, and recruitment firms to support clients
- Project ManagerMaana TravelJan 2019 - Apr 2021 (2 years 4 months)Maana Travel is a high-growth experiential travel startup founded by ex-McKinsey consultants, designing exclusive, tailor-made experiences. Recognized as a Condé Nast Traveler Top Travel Specialist (2021). Supported the company’s expansion strategy across international and domestic markets Improved sales performance through a new approach that boosted profit margins Optimized internal operations, tools, and processes to scale delivery and improve efficiency Managed 100+ international B2B accounts and led a team of travel designers Developed new product offerings aligned with evolving customer needs Led recruitment and coaching efforts to build and grow the team
- Junior Project Manager – International DevelopmentMcCANN ParisOct 2017 - Mar 2018 (6 months)McCann is a top global advertising agency network, operating in 100+ countries. Recognized by the Effies as the World’s Most Creative Agency in both 2018 and 2019. Conducted market and consumer research for a Fortune 500 client to inform digital strategies Supported integrated campaign planning by analyzing cultural trends and behavioral insights Assisted in crafting digital and social media strategies to drive audience engagement
Education
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- Master of Science in International Marketing (MScHult International Business SchoolJan 2016 - Aug 2017 (1 year 8 months)- Data Analytics - Strategy - Sales Management - Product Development - Digitizing Business Models - Social Innovation - Strategic Brand Management
- Bachelor of Arts in Communication Studies, Business Administration & CommunicationsAl Akhawayn UniversityJan 2012 - Jan 2016 (4 years 1 month)Top 3 Best Capstone Projects by the School of Humanities & Social Sciences - Macroeconomics - Microeconomics - Accounting - Mathematics - Statistics - Business Law & Ethics - Psychology - Sociology - Media & Society - International Communication - Marketing - Media Production, etc. Activities and societies: - Hand in Hand Association - Mimouna Association
Projects (professional or personal)
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- MMANAG.R: Money Management SolutionMay 2017 - Jul 2017 (3 months)Design Thinking, Rapid Prototyping, User Experience Design, A/B Testing We built an all-inclusive banking digital platform that helps young professionals gain more control over their bank accounts and have a better relationship with banking. Manag.r provides comprehensible advice, better features for money management, better incentives, lower fees & interest rates as well as a rewards program tailored to their consumption habits.
- UUNDP Social Innovation ChallengeMay 2017 - Jun 2017 (2 months)Establishment of an Impact Investment Fund in Egypt: Impact investment funding suggests increasing the overall capital of enterprises dedicated to development purposes. Giving entrepreneurs access to markets, especially financial markets is essential at the macroeconomic level as it leads to a rise in the number of economically active members in the society, ultimately resulting in long-run economic prosperity. Goals & Objectives: 1. Encourage innovation, entrepreneurship and the growth of SMEs through increased access to financial services as well as including them in value-chains and markets. 2. Link previously marginalized communities to highly productive markets. 3. Mobilize funds from different sources for development purposes. 4. I
- EEducation First: Kids First Corporate ChallengeApr 2017 - May 2017 (2 months)The endowed institution has spent its first five years building a global grant program focused on outreach to the au pairs, local consultants, and staff. They came to us looking to increase their revenues.
- GGoogle Corporate Business ChallengeJan 2017 - May 2017 (5 months)Professional thesis using data analytics and digital technology to improve the health care system in the United States pitched to the Google research teams at the HQ in Cambridge, Massachusetts.