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.

• Develop lasting relationships with client decision-makers.

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

• Foster client retention, expansion, renewals, and upsell opportunities.

• Ensure product adoption and feature utilization throughout the customer journey.

• Track usage, engagement, adoption, retention, and campaign performance metrics.

• Provide guidance to clients on WhatsApp marketing campaign strategies, messaging flows, segmentation, and automation.

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

• Assist new customers with implementation, onboarding, and product training.

• Offer best practices, documentation, and tutorials.

• Identify growth opportunities and provide structured feedback to Product, Marketing, and Engineering teams.

• Handle escalations and coordinate with technical teams to resolve issues.

• Utilize AI tools to aid in campaign creation, generate message templates and automation flows, and enhance personalization.

• Maintain detailed account notes and updates in the CRM.

• Enhance Customer Success processes and playbooks while supporting the scaling of operations.

⛳️ Requirements

• A minimum of 3 years of experience as a Customer Success Manager in a SaaS setting.

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

• Knowledge of subscription models.

• Familiarity with customer lifecycle management.

• Understanding of product adoption metrics.

• Knowledge of churn prevention strategies.

• Experience with expansion and upselling within SaaS environments.

• Fully bilingual in French and English, both 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 significant advantage.

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

• Experience enhancing campaign performance through A/B testing.

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

• Data-driven mindset.

• Strong sense of ownership and accountability.

• Comfortable working in a fast-paced, remote environment.

🏝️ Benefits

• Remote work flexibility.

• Thriving in a fast-paced remote environment.