Bilingual Customer Success Manager – FR, ENG

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

📋 Description

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

• Cultivate relationships with key decision-makers through regular check-ins, quarterly business reviews, and performance assessments.

• Promote customer retention, growth, contract renewals, and upsell opportunities.

• Ensure that clients are effectively utilizing the product and its features throughout their journey.

• Detect potential churn risks and implement strategies for customer retention.

• Provide clients with guidance on WhatsApp campaign strategies, including flow creation, segmentation, automation, and optimization.

• Evaluate campaign outcomes and suggest enhancements to boost engagement and return on investment.

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

• Monitor adoption rates, retention statistics, and key performance indicators for campaign effectiveness.

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

• Handle escalations and facilitate issue resolution with technical teams.

• Leverage AI tools to generate campaign content, message templates, and automation workflows.

• Keep account notes and update the CRM system accordingly.

• Enhance Customer Success processes, playbooks, and operational workflows.

⛳️ Requirements

• A minimum of 3 years of experience as a Customer Success Manager within a SaaS context.

• Prior experience in a SaaS or software organization.

• Familiarity with subscription-based business models.

• Understanding of customer lifecycle management principles.

• Knowledge of metrics related to product adoption.

• Awareness of strategies to prevent churn.

• Proven experience in driving expansion and upselling in SaaS environments.

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

• Capability to lead client meetings in French.

• Comfortable collaborating with international teams in English.

• Strong skills in presentation and stakeholder management.

• Experience in managing between 40 to 80 accounts concurrently.

• Familiarity with WhatsApp campaign flows and best practices.

• Basic knowledge of A/B testing methodologies.

• A marketing background, particularly in email marketing, SMS marketing, retention marketing, and optimizing customer journeys, is highly desirable.

• Experience with ChatGPT or comparable AI assistants is a significant advantage.

• A data-driven mindset.

• Strong sense of ownership and accountability.

• Ability to thrive in a fast-paced, remote work environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Engaging company culture with team-building activities.

• Comprehensive health and wellness benefits.