Hi, I'm Thibaut Martin - COO at Smart Role
I am driven by the challenge of transforming complex operations into seamless engines for growth. I thrive in high-stakes environments where AI meets human empathy to deliver superior customer experiences.
At a glance
Curated signals on strengths, focus areas, and how they can help.
Leveraged foundational training and expertise gained during a distinguished tenure at Google.
Currently leads as a COO and co-founder, overseeing end-to-end operational strategy and business scaling.
Provides deep expertise in optimizing customer operations and integrating AI-driven workflows for enterprise growth.
🚀 Career trajectory
Corporate Foundation
Built foundational skills in high-scale environments at Google, mastering the art of data-informed decision-making.
✦ Big Tech Experience
✦ Data-Driven Culture
Consultative Pivot
Transitioned to independent CX consulting, solving bespoke operational challenges across diverse technical sectors.
✦ Strategic Consulting
✦ Problem Solving
Founder & COO
Leading the end-to-end operational vision and execution as a co-founder of Smart Role.
✦ Co-Founder
✦ Operational Leadership
💪🏻 Superpowers
Operational Architect
Designing scalable systems for high-growth environments
✦ Architecting support infrastructures that minimize friction for global teams.
✦ Scaling operational workflows while maintaining high-touch enterprise standards.
✦ Integrating AI tools to optimize ticket deflection and resolution time.
Enterprise Relationship Strategist
Cultivating deep partnerships through high-value advisory
✦ Translating complex client pain points into actionable product requirements.
✦ Managing high-stakes account escalations with calm, analytical precision.
✦ Fostering loyalty through proactive relationship management and clear communication.
Lean Growth Catalyst
Driving business maturity through lean startup methodology
✦ Applying ex-Google rigors to streamline early-stage startup operations.
✦ Implementing agile frameworks that adapt quickly to market feedback.
✦ Balancing operational overhead with aggressive revenue and customer growth goals.
I'm excited about
✦ Exploring cutting-edge AI integrations that transform traditional customer success models.
✦ Engaging with a community of founders focused on sustainable operational excellence.
✦ Gaining fresh perspectives on scaling professional services in competitive global markets.
I can help with
✦ Providing strategic guidance on building robust, scalable customer operations.
✦ Sharing tactical lessons from managing large-scale enterprise support initiatives.
✦ Mentoring early-stage founders on balancing team growth with efficient operations.
I would love your help on
✦ Connecting with peers navigating the transition from specialist to operational leader.
✦ Identifying best practices for long-term customer retention in SaaS models.
✦ Learning effective strategies for embedding AI into core operational workflows.