Abdelkader Arbaoui

Customer Success Manager with a strong technical and commercial background, with 3 years of experience in demanding B2B cybersecurity environments. Skilled in managing complex solution implementations, strategic client relationship management, and commercial performance analysis. Trilingual, Azure-certified, and proficient with CRM, data, and automation tools.

Customer Success Manager at Thales (2025-08 – 2026-09)

Cybersecurity & Secure Communications — Citadel/Cryptobox encrypted messaging platform and cloud security

• Managed client relationships (CSM) for a portfolio of CAC 40 accounts: tracked satisfaction KPIs (NPS, CSAT), digital adoption, and maximised referenceable accounts
• Delivered monthly SLA reports and quarterly QBRs: milestone tracking, risk management, and corrective action plans to maximise client ROI and service stability
• Handled critical security incidents: cross-functional coordination (product, support, R&D) for root cause analysis and service continuity within enterprise SLA commitments
• Built Customer Success Plans: documented business objectives, governance, technical onboarding, adoption programmes, and GTM alignment for long-term account health
• Created an automated client report generation tool (PPTX) using Python/HTML/CSS and built Power BI dashboards to monitor usage
• Built a custom CRM on Notion to centralise client data, portfolio tracking, and onboarding workflows
• Designed and deployed an NPS survey form for Citadel/Cryptobox products to collect structured client feedback and track satisfaction trends across the portfolio

Business Development Representative at Inetum (2022-09 – 2024-11)

• Generated €500K+ in revenue through active prospecting (5+ meetings/week) and secured €200K+ in additional revenue by responding to strategic RFPs
• Led technical recruitment missions: conducted interviews with consultants to assess their assignments, skills, and availability, then matched them to client needs
• Built an AI-powered tool to accelerate client responses by automating internal profile search, reducing time-to-match across the company's talent pool
• Analysed client needs and proposed tailored technical solutions (cybersecurity, cloud, infrastructure)

MSc in Business Development – INSEEC Paris (2025-09 – 2026-09)

Master in Sales Engineering – Euridis Business School (2022-09 – 2024-11)