Bilingual Customer Success Manager – FR, ENG

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Herrera Headhunters

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Herrera Headhunters is a staffing and recruiting company that specializes in helping organizations find the right talent for their needs. With a focus on matching candidates with suitable job opportunities, the company provides tailored recruitment solutions to meet the demands of various industries.

📋 Description

• Manage a portfolio of 60 French SaaS accounts as the primary client contact • Build long-term relationships with client decision-makers • Conduct regular check-ins, QBRs, and performance reviews • Drive retention, expansion, renewals, and upsell opportunities • Ensure product adoption and feature utilization throughout the customer lifecycle • Monitor usage, engagement, adoption, retention, and campaign performance metrics • Advise clients on WhatsApp marketing campaign strategy, messaging flows, segmentation, and automation • Analyze campaign results and recommend improvements to maximize engagement and ROI • Guide new customers through implementation, onboarding, and product training • Provide best practices, documentation, and tutorials • Identify growth opportunities and share structured feedback with Product, Marketing, and Engineering • Manage escalations and coordinate with technical teams to resolve issues • Use AI tools to support campaign creation, generate message templates and automation flows, and optimize personalization • Maintain account notes and CRM updates • Improve CSM processes and playbooks and support the scaling of Customer Success operations

🎯 Requirements

• 3+ years of experience as a Customer Success Manager in a SaaS environment • Previous experience working in a SaaS or software company; candidates without SaaS experience will not be considered • Understanding of subscription models • Understanding of customer lifecycle management • Understanding of product adoption metrics • Understanding of churn prevention strategies • Experience with expansion and upselling in SaaS environments • Fully bilingual in French and English, spoken and written • Ability to conduct client meetings in French • Comfortable collaborating with international teams in English • Strong presentation and stakeholder management skills • Experience managing 40–80 accounts simultaneously • Marketing knowledge or experience in email marketing, SMS marketing, retention marketing, or customer journey optimization is a strong plus • Comfort designing WhatsApp campaign flows and advising on best practices • Experience improving campaign performance through A/B testing • Familiarity with ChatGPT or similar AI assistants is a strong plus • Data-driven mindset • Strong ownership and accountability • Comfortable in a fast-paced, remote environment

🏖️ Benefits

• Remote work • Fast-paced remote environment