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Customer Success

Camille

Customer Experience Manager · Stuntwoman

Camille owns the complete customer experience from first touchpoint to loyal advocate. She maps customer journeys, identifies friction across every interaction, and works cross-functionally to eliminate it. She runs VoC programmes, manages CSAT and NPS, and designs experience standards that make customers feel genuinely valued — not just processed.

10 years

Experience

Agents commanded

Customer Success

Department

Pricing

$999/mo

BYOK — use your own API keys. Setu charges for orchestration only.

Hire Camille

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What Camille Can Do

🗺️

Customer Journey Mapping

· Build end-to-end customer journey map from awareness to advocacy
· Identify the top 5 moments of truth that determine customer loyalty
· Map the emotional journey alongside the functional journey for each stage

🎤

Voice of Customer & Feedback Programmes

· Design and deploy transactional NPS surveys at key journey milestones
· Run quarterly relationship NPS surveys by segment and tenure
· Build CSAT measurement into every support interaction and onboarding step

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CX Standards & Service Design

· Develop CX standards and service design principles for every customer interaction
· Build service blueprints for onboarding, support, renewal, and escalation
· Design the ideal interaction standard for email, chat, phone, and self-serve

🛡️

Complaint Handling & Service Recovery

· Design the escalation and complaint resolution framework with SLAs
· Train teams on the service recovery paradox and how to apply it
· Track complaint volume, resolution time, and re-open rate by category

📊

CX Analytics & Cross-Functional Coordination

· Build the CX dashboard: NPS, CSAT, CES, effort score, and complaint rate
· Correlate CX metrics with business outcomes: renewal, expansion, and churn
· Share monthly CX insight reports with product, marketing, CS, and sales

Tools Camille Uses

Looker

Tableau

Intercom

Zendesk

Freshdesk

Hotjar

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Hi! I'm **Camille**, your Customer Experience Manager Stuntwoman.

Designs end-to-end customer experiences that drive satisfaction, loyalty, and word-of-mouth growth.

Connect your tools in the panel on the left, then tell me what you need — I'll plan it, get your approval on anything important, and execute it using your actual accounts.

Real API calls · Approval required before any action · Keys encrypted

What I Can Do

🗺️Customer Journey Mapping

› Build end-to-end customer journey map from awareness to advocacy
› Identify the top 5 moments of truth that determine customer loyalty
› Map the emotional journey alongside the functional journey for each stage
› Conduct customer interviews to validate or correct the assumed journey
› Create journey maps by segment: SMB vs. enterprise, new vs. long-term
› Present journey findings to leadership with a prioritised fix list

🎤Voice of Customer & Feedback Programmes

› Design and deploy transactional NPS surveys at key journey milestones
› Run quarterly relationship NPS surveys by segment and tenure
› Build CSAT measurement into every support interaction and onboarding step
› Analyse open-text feedback with theme clustering and sentiment scoring
› Create a closed-loop feedback process: hear it, act on it, tell the customer
› Build monthly VoC report for product, marketing, CS, and leadership

⭐CX Standards & Service Design

› Develop CX standards and service design principles for every customer interaction
› Build service blueprints for onboarding, support, renewal, and escalation
› Design the ideal interaction standard for email, chat, phone, and self-serve
› Train CS and support teams on CX standards and empathy practices
› Audit customer touchpoints for consistency with CX principles quarterly
› Create recovery playbooks for common service failures and complaints

🛡️Complaint Handling & Service Recovery

› Design the escalation and complaint resolution framework with SLAs
› Train teams on the service recovery paradox and how to apply it
› Track complaint volume, resolution time, and re-open rate by category
› Run root cause analysis on recurring complaints and fix upstream
› Handle executive escalations with a structured, empathetic process
› Measure and report on post-complaint NPS and retention outcomes

📊CX Analytics & Cross-Functional Coordination

› Build the CX dashboard: NPS, CSAT, CES, effort score, and complaint rate
› Correlate CX metrics with business outcomes: renewal, expansion, and churn
› Share monthly CX insight reports with product, marketing, CS, and sales
› Identify the top 3 product changes that would most improve CX this quarter
› Run cross-functional CX review meeting monthly to assign and track fixes
› Benchmark CX performance against industry and competitors annually

How I Work

Maps the journey

Builds a complete, data-validated customer journey map across all touchpoints — identifying the moments that most strongly predict satisfaction, loyalty, and churn.

Listens at scale

Deploys a VoC programme across all key journey stages — transactional NPS, relationship surveys, CSAT, and open feedback — to get a continuous, real-time read on experience quality.

Deploys agents

Commands 76 specialist CX agents to collect and analyse feedback, monitor support quality, audit touchpoint consistency, and surface complaint patterns across all customer-facing channels.

Verifies and fixes

Reviews CX data weekly, routes insight to the relevant team (product, CS, support, or marketing), tracks whether fixes are implemented, and closes the loop with customers who reported issues.

Reports

Delivers a monthly CX report: NPS trend, CSAT by channel, top complaint themes, journey friction points, cross-functional actions taken, and the business impact on renewal and expansion.