Bilingual Customer Success Manager – French & English
Job not on LinkedIn
🔥 0 minutes ago
🗣️🇫🇷 French Required
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📋 Description
• Portfolio Management (60 French SaaS accounts) • Serve as the primary point of contact for all assigned clients • Build strong, long-term relationships with decision-makers • Conduct regular check-ins, QBRs, and performance reviews • Drive retention and expansion across your portfolio • SaaS Product Adoption & Customer Lifecycle Management • Ensure strong product adoption and feature utilization • Monitor usage metrics and engagement indicators • Identify churn risks and proactively implement retention strategies • Partner with Sales on renewals and upsell opportunities • WhatsApp Campaign Strategy & Optimization • Advise clients on designing and optimizing WhatsApp marketing campaigns • Help structure messaging flows, segmentation, and automation • Analyze campaign results and provide actionable insights • Recommend improvements to maximize engagement and ROI • Onboarding & Training • Guide new customers through product implementation • Lead onboarding sessions and product training • Provide best practices, documentation, and tutorials • Performance Monitoring & Reporting • Track KPIs related to adoption, retention, and campaign performance • Identify growth opportunities within accounts • Share structured feedback with Product, Marketing, and Engineering teams • Customer Support & Issue Resolution • Manage escalations and coordinate with technical teams • Ensure fast, clear, and professional communication • Maintain high customer satisfaction levels • AI & Content Optimization • Use AI tools (e.g., ChatGPT) to support campaign creation • Generate message templates and automation flows • Promote AI-powered product features • Help clients optimize personalization strategies • Process & Documentation • Maintain structured account notes and CRM updates • Contribute to improving CSM processes and playbooks • Support the scaling of Customer Success operations
🎯 Requirements
• Mandatory: SaaS experience • Previous experience working at a SaaS/software company is required • Understanding of subscription models • Customer lifecycle management • Product adoption metrics • Churn prevention strategies • Expansion and upselling within SaaS environments • Candidates without SaaS experience will not be considered • Mandatory: Excellent communication skills (French & English) • Fully bilingual in French and English (spoken and written) • Able to conduct client meetings in French • Comfortable collaborating with international teams in English • Strong presentation and stakeholder management skills • High communication quality is critical for this role • Marketing knowledge (strong plus) • Experience with email marketing • SMS marketing • Retention marketing • Customer journey optimization • Clients expect strategic guidance, not just account management • WhatsApp campaign expertise • Comfortable designing campaign flows, advising on best practices, and improving performance through A/B testing • AI familiarity (bonus) • Experience with tools such as ChatGPT or similar AI assistants is a strong plus, as the company is AI-focused and integrates AI into its workflows
🏖️ Benefits
• Ideal profile • 3+ years of experience as a Customer Success Manager in a SaaS environment • Experience managing 40–80 accounts simultaneously • Data-driven mindset • Strong ownership and accountability • Comfortable working in a fast-paced, remote environment
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