Bilingual Customer Success Manager – FR, ENG

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

📋 Description

• Serve as the strategic partner for a portfolio of French clients, ensuring the adoption, retention, and growth of products.

• Establish robust, long-lasting relationships with key decision-makers.

• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and performance evaluations.

• Foster retention and growth within your portfolio.

• Ensure effective product adoption and feature utilization.

• Monitor usage metrics and engagement indicators.

• Identify potential churn risks and proactively implement retention strategies.

• Collaborate with Sales on renewals and upsell opportunities.

• Provide guidance to clients on creating and optimizing WhatsApp marketing campaigns.

• Assist in structuring messaging flows, segmentation, and automation.

• Analyze campaign outcomes and deliver actionable insights.

• Guide new customers through the product implementation process.

• Lead onboarding sessions and provide product training.

• Track key performance indicators related to adoption, retention, and campaign performance.

• Manage escalations and coordinate with technical teams.

• Utilize AI tools to support campaign creation and enhance personalization strategies.

• Maintain organized account notes and update the CRM system.

• Contribute to the enhancement of Customer Success Management (CSM) processes and playbooks.

⛳️ Requirements

• Over 3 years of experience as a Customer Success Manager (CSM) in a SaaS environment.

• Experience in a SaaS or Software company (strongly preferred).

• Familiarity with product adoption metrics.

• Knowledge of customer lifecycle management.

• Expertise in churn prevention strategies.

• Experience in expansion and upselling within SaaS environments.

• Fully bilingual in French and English (both spoken and written).

• Comfortable collaborating with international teams in English.

• Strong skills in presentation and stakeholder management.

• Experience in Email marketing, SMS marketing, retention marketing, and customer journey optimization (Strong Plus).

• Proficient in designing campaign flows, advising on best practices, and enhancing performance through A/B testing.

• Experience with AI tools such as ChatGPT (Bonus).

🏝️ Benefits

• Freelance position.

• Bilingual communication in French and English.