Bilingual Customer Success Manager – FR, ENG

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Go Echoes

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2015

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Go Echoes is a company that supplies full-time, remote nearshore sales and customer success professionals to B2B tech and SaaS companies through a simple monthly subscription model. They source multilingual, pre-trained talent from regions like Latin America and North Africa, integrate hires into clients' stacks and cultures, provide hands-on account management and training, and offer replacements and rapid ramp-up to drive faster growth and lower hiring costs. Their model emphasizes scalability, cost savings, and quick time-to-productivity for commercial teams.

📋 Description

• Act as the strategic partner for a portfolio of French clients, ensuring product adoption, retention, and expansion. • Build strong, long-term relationships with decision-makers. • Conduct regular check-ins, QBRs, and performance reviews. • Drive retention and expansion within your portfolio. • 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. • Advise clients on building and optimizing WhatsApp marketing campaigns. • Help structure messaging flows, segmentation, and automation. • Analyze campaign results and provide actionable insights. • Guide new customers through product implementation. • Lead onboarding sessions and product training. • Track KPIs related to adoption, retention, and campaign performance. • Manage escalations and coordinate with technical teams. • Use AI tools to support campaign creation and improve personalization strategies. • Maintain structured account notes and CRM updates. • Contribute to improving CSM processes and playbooks.

🎯 Requirements

• 3+ years of experience as a CSM in a SaaS environment • SaaS / Software company experience (strongly preferred) • Product adoption metrics • Customer lifecycle management • Churn prevention strategies • Expansion and upselling within SaaS environments • Fully bilingual in French and English (spoken & written) • Comfortable collaborating with international teams in English • Strong presentation and stakeholder management skills • Experience in Email marketing, SMS marketing, Retention marketing, and Customer journey optimization (Strong Plus) • Comfortable with designing campaign flows, advising on best practices, and improving performance through A/B testing • AI experience with tools such as ChatGPT (Bonus)

🏖️ Benefits

• Freelance position • Bilingual communication in French and English