Bilingual Customer Success Manager – FR, ENG

This is a fully remote position, open to applicants in Mauritius.

📋 Description

• Oversee a portfolio of 60 French SaaS accounts as the main point of contact for clients.

• Foster long-lasting relationships with key client decision-makers.

• Conduct regular check-ins, quarterly business reviews (QBRs), and performance evaluations.

• Drive client retention, expansion, renewals, and opportunities for upselling.

• Enhance product adoption and feature utilization throughout the customer lifecycle.

• Track usage metrics, engagement indicators, churn risks, and account key performance indicators (KPIs).

• Provide guidance to clients on the structure of WhatsApp marketing campaigns, including messaging flows, segmentation, automation, and optimization.

• Analyze campaign outcomes and suggest enhancements to boost engagement and return on investment (ROI).

• Assist new customers with implementation, onboarding, training, documentation, and tutorials.

• Identify opportunities for account growth and relay feedback to Product, Marketing, and Engineering teams.

• Handle escalations and coordinate issue resolution with technical teams.

• Utilize AI tools to aid in campaign creation, message templates, automation flows, personalization, and AI-driven product features.

• Maintain account documentation and update the customer relationship management (CRM) system.

• Enhance Customer Success processes and playbooks, contributing to the scaling of operations.

⛳️ Requirements

• At least 3 years of experience as a Customer Success Manager in a SaaS environment.

• Prior experience in a SaaS or software company; candidates without SaaS background will not be considered.

• Knowledge of subscription models.

• Familiarity with customer lifecycle management.

• Understanding of product adoption metrics.

• Knowledge of strategies to prevent churn.

• Comprehension of expansion and upselling tactics within SaaS contexts.

• Fully bilingual in French and English, both spoken and written.

• Capability to conduct client meetings in French.

• Comfortable collaborating with international teams in English.

• Strong presentation and stakeholder management abilities.

• Experience managing 40 to 80 accounts concurrently.

• Proficient in designing WhatsApp campaign flows and providing best practice advice.

• Ability to enhance WhatsApp campaign performance through A/B testing.

• Experience in email marketing, SMS marketing, retention marketing, or optimizing customer journeys is a significant advantage.

• Familiarity with ChatGPT or similar AI assistants is a plus.

• Data-driven approach.

• Strong sense of ownership and accountability.

• Comfortable working in a dynamic, remote environment.

🏝️ Benefits

• Work remotely.

• Freelance engagement.

• Fast-paced work environment.

• Opportunity to contribute to the scaling of Customer Success operations.