Julien Lavy
VP of Customer Experience & Product @SiteMax Systems Inc.
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WORK HISTORY
VP of Customer Experience & Product @SiteMax Systems Inc.
Vancouver, BC, CA
Responsable des équipes Produit, Support, Succès Client, Services Professionnels et Activation Produit chez SiteMax. J’ai soutenu une croissance de plus de 250 % tout en assurant une forte rétention nette des revenus. Je suis responsable de tout ce qui se passe après la vente, sauf le développement direct. Cela inclut la mise en place d\'équipes, la gestion des systèmes (HubSpot, Intercom, Stripe, Jira, Slack, Google, Zapier) et la conception de processus intégrant onboarding, adoption, expansion et rétention. Je dirige l\'orientation produit en collaboration avec l\'ingénierie pour livrer les bonnes solutions au bon moment. J\'allie stratégie et exécution quotidienne pour assurer le succès des clients, sur le terrain comme au bureau.
EDUCATION
IAE Savoie Mont Blanc
Master2 Management, Business Administration and Management, General
IAE Savoie Mont Blanc
Certificate in Management (Licence), Marketing/Marketing Management, General
IUT Annecy
DUT Marketing Engineering, Sales, Distribution, and Marketing Operations, General
Technological University Dublin
Hon. Bachelor Degree Marketing Management, Marketing, Sales, Communication
SKILLS
ABOUT JULIEN LAVY
Cross-functional SaaS operator with a background in scaling post-sale organizations that drive revenue, retention, and adoption. I bring 15+ years of experience leading CX, Product Ops, and GTM strategy across fast-moving SaaS companies, including a key role in Beanworks’ $100M exit and the transformation of SiteMax into a scaled, PLG-aligned platform.As VP of Experience at SiteMax, I led Customer Success, Support, Enablement, and Pro Services while acting as COO. I worked closely with our Product and Engineering teams to prioritize roadmaps, define success metrics, and launch monetized service programs—fueling international expansion and reducing churn through proactive workflows.I specialize in building orgs, infrastructure, and strategy that connect customer value with business outcomes. From lifecycle segmentation and pooled CSM models to RevOps architecture and CX automation, I thrive where product, customer impact, and scale converge.What I bring- Leadership across Customer Success, Product Ops, and RevOps- GTM and onboarding playbooks for expansion and monetization- Workflow automation and health scoring for proactive CX- Strategy-driven operations with high-efficiency execution- A practical, outcome-first approach grounded in scale and empathyOpen to leadership opportunities in SaaS—especially where CX, product strategy, and revenue alignment intersect.
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