VDValentin Dupuy
Valentin DupuyOpen to customer success and onboarding roles · London & remote

Hi, I'm Valentin.
I help hospitality teams love their software.

10+ years running hospitality sites, then customer success in SaaS. I take customers from kickoff to go-live and keep them getting value long after, with clear training, good data and a lot of empathy. Here are two working prototypes that show how I work.

CSM at Foodop · contract catering SaaS Led a POS rollout at Bennett Hay 10+ years in hospitality ops 🇫🇷 Je parle français · native French
PROJECT 01 · CUSTOMER SUCCESS

Customer Journey Hub

How I'd run a book of small and mid-market hospitality customers, from the sales handover to renewal.

Explore project 1 ↓ Customer Journey Hub charts for health, lifecycle and customer mix PROJECT 02 · ONBOARDING

Venue Onboarding Hub

How I'd take attractions venues from kick-off to launch in about four weeks, mostly in French.

Explore project 2 ↓ Venue Onboarding Hub implementation projects table
Project 01 · Customer success

Customer Journey Hub

One place to look after every customer, from implementation through adoption, QBRs and renewal, with an AI assistant doing the admin.

Health & adoptionPlaybooksQBRs & renewalsTeam spaceAI assistant
Try the live demo ↗Read the guide
The problem

Smaller customers are often owner-led and short on time, but CSMs spend their week on the biggest accounts. Quiet customers drift and renewals arrive as a surprise.

What I built

Health, onboarding, adoption, tickets and renewals for every customer, playbooks that switch on when someone needs help, and a shared team space.

The AI part

Echo writes call prep, renewal plans, QBR documents and a branded QBR deck in one click, in my voice, so more time goes to customers.

4 minNarrated walkthrough of every screen, with captions

Account page

Everything about one customer

Health, contract, renewal and QBRs at a glance, with call prep and renewal plans one click away.

AI assistant

Echo

Ask what to focus on today or which renewals are at risk. It answers from the data and writes in my voice.

Onboarding

My onboarding plan

Six stages to go-live in about 45 days: what I do, what the customer brings and when each stage is done.

Read the full guide
Customer-facing

Example QBR deck, made in one click

For a made-up customer at risk of churn: where they are, the goals we agreed, wins, challenges and a plan to get back on track. Swipe through.

Project 02 · Onboarding

Venue Onboarding Hub

A workspace for taking attractions venues (trampoline parks, water parks, museums, zoos) from kick-off to launch, then handing them over to customer success.

7 implementation callsPayments & hardwareData migrationLaunch readinessFrench & English
Try the live demo ↗Read the guide
The problem

Launches slip for the same few reasons: payments not verified, card terminals late, hardware below spec or data not ready. Pre-work gets forgotten between calls.

What I built

Every project on one screen: the calls, a setup checklist, payments and hardware status, data migration, launch readiness and a clean handover.

The AI part

Echo writes call recaps and pre-work nudges in the venue's language, plus launch readiness summaries and handover notes.

2 minNarrated walkthrough of every screen, with captions

Projects

Every launch on one screen

Week, phase, payments, hardware, data and staff training for each venue, the ones at risk first.

Bilingual

Recaps in French or English

After each call, Echo drafts the recap in the venue's language with progress, blockers and next pre-work.

Go-live

Launch readiness

The go-live checklist for every venue launching soon, with anything late flagged in red.

Read the guide
From the real world · FoodOp

Onboarding, training and keeping customers for the long run

Before the prototypes, I did the job for real. As one of the first UK Customer Success Managers at FoodOp, a SaaS platform for contract caterers, I looked after my book of accounts from handover to renewal.

50+accounts in my book
2 to 4 weeksfrom handover to live
2 → 5sites, trial account grown
2French clients onboarded in French

Onboard

Built the UK onboarding, follow-up and quarterly review process from scratch: kick-offs, requirements and account set-up.

Train

Remote and on-site training for site teams and managers, plus Loom walkthroughs and guides so nobody waited on support.

Stay close

Regular check-ins and QBRs, and an AI agent I built with Claude to flag accounts going quiet before problems escalated.

Retain and grow

Saved a churn-risk account with a day of on-site retraining, grew a trial from 2 to 5 sites, and met my ARR and MRR targets for retention and expansion.

What it taught me: adoption is won in the first weeks and kept with regular contact. That's the thinking behind the Customer Journey Hub.

From the real world · Bennett Hay

Rolling out new POS and kitchen systems across 8 sites

Before SaaS, I led the implementation of new POS ordering and kitchen management software and hardware across our contract catering sites, from the first plan to the team using it on a busy service.

8sites rolled out
20 to 25staff trained
~4 weeksper site, plan to go-live
0disruption to service

Own it from day one

Project-managed the whole rollout from the start: plan, timeline and site order.

Deal with the vendors

Coordinated the software and hardware suppliers, set-up and install dates at each site.

Train the team

Made my own training videos and guides, then trained the staff on site, on their own tills.

Go live and stay close

Supported each go-live in person and fixed issues fast before moving to the next site.

What it taught me: a launch lands when the people are ready, not just the tech. That's the thinking behind the Venue Onboarding Hub.

How I work

What I bring to a customer

1

Speak their language

I've run sites, done the rotas and the paperwork. I explain tech simply to people who don't have time for it.

2

Nobody goes quiet

Regular checkpoints, especially with owner-led businesses. Two quiet weeks is when customers start to feel forgotten.

3

Show the value in data

Activation, training and usage turned into a clear story, so launches land and renewals are never a surprise.

4

Use AI for the admin

Prep, recaps and decks done fast, in my voice, so more of my time goes to the customer.

If you hire me

My first 90 days

Days 1 to 30

Learn

  • Learn the product inside out and get certified
  • Shadow onboarding calls, QBRs and support
  • Meet my customers and listen before I change anything
Days 31 to 60

Own

  • Take over my own accounts or projects
  • Run kick-offs, trainings and check-ins myself
  • First health check across my book and a few quick wins
Days 61 to 90

Improve

  • Run my first reviews and smooth handovers
  • Improve one playbook, guide or training video
  • Share what customers tell me with product and sales
Valentin smiling on a ship deck, sea behind
About me

Where this comes from

I'm French, based in the UK, and I've spent most of my career on the operator side of hospitality. I started out working at music festivals, then spent more than ten years in contract catering, hotel food and beverage and multi-site general management. I even ran my own food truck for a while, so I know what it feels like when the tills, the rota and the stock all need you at the same time.

At Bennett Hay I led the rollout of new POS ordering and kitchen management software and hardware. That's where I found the part of the job I enjoy most: taking a team from "not another system" to "how did we manage without it". I made the training videos and guides myself, and I saw that a good launch depends on the people as much as the tech.

That took me into SaaS. As Customer Success Manager at Foodop I looked after a portfolio of contract catering accounts: onboarding, training, regular reviews, growing accounts and helping launch the product in the UK.

Now I'm looking for my next role in hospitality tech, as a Customer Success Manager or an Onboarding or Implementation Manager. While I look, I built the two projects on this page to show how I'd work. I think the best customer success and onboarding people stay close to the product, and I like turning what customers tell me into something that actually helps them.

Languages

French · nativeEnglish · fluent

Qualifications

Personal LicenceFood Hygiene L3Health & Safety L3IOSH Managing SafelyWSET Level 2CPCE Certificate

Tools I use

CRM & customer success platformsPOS & kitchen systemsLoomClaudeElevenLabs

Outside work

Festivals & concertsFoodFootball (allez les Bleus)Hiking & trail running
NowLooking for my next roleOpen to Customer Success Manager and Onboarding or Implementation Manager roles in hospitality tech. In the meantime I've built the two projects above to show how I'd work.
SaaSFoodopCustomer Success Manager for a contract catering SaaS: onboarding, training, regular reviews, account growth and helping launch in the UK.
ImplementationBennett HayLed the implementation of new POS ordering and kitchen management software and hardware, with training videos and guides for teams.
OperationsHospitality, 10+ yearsContract catering, hotel food and beverage and multi-site general management, plus running my own food truck.
Where it startedFestivals & charity workStarted my career working at music festivals, and coordinated volunteers for a charity in France.
Contact

Let's talk

If you're hiring for customer success, onboarding or implementation in hospitality tech, I'd love to hear from you. I'm happy to walk you through either project live.

vdupuy90@gmail.com +44 7743 067285 Have a chat on WhatsApp LinkedIn My CV

En français ? Je suis français et j'accompagne volontiers vos clients en français, de l'onboarding au suivi. Écrivez-moi en français, avec plaisir.