Julien Le Terrien
Brussels
Summary
I build teams and operating systems that raise retention, simplify delivery, and turn customers into advocates. Executive leader across Customer Success, Professional Services, and Support with a track record in org design, delivery excellence, and customer loyalty. Known for coaching managers, installing practical operating rhythms, and aligning Customer Success with Sales, Product, Engineering, and Finance.
Overview
24
24
years of professional experience
5
5
Certification
Work History
Chief Customer Officer
Mobilexpense
01.2024 - Current
- Own the customer journey from Sales Enablement to Support including Enterprise Projects, Mid Market Onboarding, Business Analysis, Consultancy, Customer Success, and Product Compliance
- Lead 9 teams within 3 departments across five countries with a peak headcount of 72 and a €3.8M budget
- Partner with Product, Sales, Engineering, Marketing, and Finance to drive retention, profitability, and resilience
- Enterprise NRR at 105 percent for 2024 and 2025
- Enterprise customer's portfolio of 18M€ and Mid-Market/SMB portfolio of 5M€
- Department eNPS lifted from 21 to 52 within six months and sustained
- CSAT at 90 percent with 11 percent response rate and initiated XLA adoption
- Delivery time reduced by 42 percent on average across onboarding programs
- Revamped outdated policies and procedures with a focus on creating an agile environment that swiftly adapts to changing conditions.
Head of Professional Services
Mobilexpense
01.2022 - 01.2024
- Led Implementation, Consultancy, and Project Management for enterprise customers
- Integrated Support Team from Engineering and T&E Compliance Team from Product into CS to streamline ownership
- Merged Presales Team into CS Operations with Sales Enablement
- Drove presales scoping, delivery governance, and revenue forecasting
- Increased Professional Services profitability and grew revenue from €1.8M in 2021 to €2.7M in 2023
- Introduced Project Charters, Change Request process, and Service Revenue Forecast cadence
- Directed recruitment and hiring of well-qualified candidates to fill key positions.
- Managed Enterprise portfolio of 16M€ ARR concurrent client projects.
- Implemented Growth Ladder for skills and career progression
Project Management Team Lead
Mobilexpense
01.2019 - 01.2022
- Led Project Management and Implementation team of 20 across four countries
- Installed governance, standardized presales and escalation routines, and built hiring paths and engagement practices
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Senior Project Manager and Program Manager
Mobilexpense
02.2016 - 01.2019
- Managed global T&E implementation project for large Enterprise corporation (from 150K€ to 600K€ ARR)
- Directed multi region implementations across Europe, Asia, the Americas, and Africa for intergovernmental organizations, government divisions, and large enterprises in brewing, pharmaceutical, consumer product, banking, construction and energy
- Maintained schedules to meet key milestones at every project phase.
- Developed and maintained project budgets to control costs and meet organizational and project goals.
Team Leader Product
Itersys
01.2015 - 09.2015
- Product team lead working on a railroad infrastructure finance management tool for Thalys/Eurostar
- Managed customer relationship
- Developed internal processes using PRINCE2 and Agile practices
- Managed tenders and business cases in transportation
- Assisted in recruitment to build team of top performers.
Project Manager
Orange
06.2012 - 12.2014
- Managed multiple web projects with supplier management and offshore teams in India and Moldova
- Specifications and architecture design using SOA and web services with UML analysis and technical leadership
- Established effective communication among team members for enhanced collaboration and successful project completion.
Application Development Team Lead
Groupe Malakoff
03.2008 - 06.2012
- Managed a development team and served as project manager and application owner
- Led pricing system migration from VB6 to VB.NET and standardized deployment and analysis practices
- Provided technical guidance as needed while delegating tasks effectively based on individual strengths and skill sets within the team.
Project Manager Assistant
BNP Paribas
01.2008 - 03.2008
- Project specifications and scoping
- VBScript and ASP pages delivery
Software Developer
Hutchinson
09.2001 - 12.2007
- Developped Industrial projects end to end (Logistic software, quality statistics, DMS)
- ASP, Visual FoxPro, VB, SQL, JavaScript
- AS/400 administrator
Education
Master’s Degree - Information Technology
CCI Maine Et Loire
Angers, France09-2007
Bachelor’s Degree - Computer Programming
CCI De L’Indre
Châteauroux, France09-2003
Skills
- People-centered approach to team development
- Effective interpersonal communication
- Proficient in AI technologies
- Solution-oriented strategic thinking
- Highly efficient process design
- Effective customer relationship management
- Dedicated to team success
- Customer service
Certification
- ITIL Foundation PeopleCert
- PRINCE2 Foundation APMG International
- EREPS Certified Instructor
- UESCA Certified Running Coach
- ACE Certified Personal Fitness Trainer
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Elementary (A2)
Timeline
Chief Customer Officer
Mobilexpense
01.2024 - Current
Head of Professional Services
Mobilexpense
01.2022 - 01.2024
Project Management Team Lead
Mobilexpense
01.2019 - 01.2022
Senior Project Manager and Program Manager
Mobilexpense
02.2016 - 01.2019
Team Leader Product
Itersys
01.2015 - 09.2015
Project Manager
Orange
06.2012 - 12.2014
Application Development Team Lead
Groupe Malakoff
03.2008 - 06.2012
Project Manager Assistant
BNP Paribas
01.2008 - 03.2008
Software Developer
Hutchinson
09.2001 - 12.2007
Master’s Degree - Information Technology
CCI Maine Et Loire
Bachelor’s Degree - Computer Programming
CCI De L’Indre
Community Service & Volunteer Work
- Taiho Jutsu Belgium, Head Instructor since 2015
- Chapter Lead at CS Connect since 2024
- Member of Customer Success Collective since 2023
Executive exposure and strategic change
- Quarterly Board reporting and monthly CEO reviews
- Transformation from stand alone Professional Services to integrated Customer Success including Support, Product Compliance, Presales, and Mid Market Onboarding
- Executive member during the acquisition of Mobilexpense by Visma from Fortino Capital
Speaking and thought leadership
- Keynote speaker at CS Summit Amsterdam 2025
- Speaker at Pulse Dublin 2025
- Speaker at Visma CX Meetup Copenhagen 2025
- Guest Speaker (Expense summit, LifeTime Value...)
Keywords for search and ATS
Customer Success Professional Services Support eNPS NRR ARR CSAT XLA ITIL PRINCE2 onboarding delivery escalation management Jira Service Management Jira Planhat Copilot operations value realization presales compliance change management coaching org design