Bi-lingual Customer Success Manager (French + English)

We are looking to hire a **Customer Success Manager** who will manage a portfolio of **60 accounts in France**. The candidate must be fully bilingual in **French and English**, as they will interact both with French clients and the US team.

## Tasks

**1\. Manage a Portfolio of 60 French Accounts**

• Act as the primary point of contact for all French clients
• Build strong, long-term relationships
• Conduct regular check-ins, QBRs, and performance reviews

**2\. Support Clients in WhatsApp Campaign Strategy**

• Help clients design, structure, and optimize WhatsApp marketing campaigns
• Provide strategic recommendations to improve engagement and retention
• Assist in segmentation, messaging flows, and timing
• Analyze campaign results and suggest improvements

**3\. Onboarding & Training**

• Guide new customers through product setup
• Train users on how to use the features effectively
• Provide documentation, tutorials, and best practices

**4\. Performance Monitoring & Reporting**

• Track account performance, usage, and adoption metrics
• Identify risks, churn signals, or upsell opportunities
• Report insights to internal teams (Product, Marketing, Engineering)

**5\. Customer Support & Issue Resolution**

• Address customer questions and troubleshoot issues
• Coordinate with technical teams when bugs or product problems arise
• Ensure clients receive timely and accurate support

**6\. Campaign Execution Assistance (Hands-On Support)**

• Help build or review WhatsApp campaign content
• Ensure client campaigns follow marketing best practices
• Provide guidance on A/B tests, compliance, and messaging tone

**7\. AI Usage & Content Optimization**

• Use AI tools (e.g., ChatGPT) to help clients:
• Generate message templates
• Create automated flows
• Personalize communications
• Promote AI-powered features within the product

**8\. Internal Collaboration**

• Share customer feedback with the Product team
• Suggest improvements based on client use cases
• Coordinate with Sales on renewals and upsells

**9\. Retention & Expansion Responsibilities**

• Maintain high customer satisfaction
• Drive product adoption to increase retention
• Identify upsell/cross-sell opportunities

**10\. Documentation & Process Improvements**

• Maintain updated client notes, workflows, and playbooks
• Contribute to building stronger CSM processes as the team grows

## Requirements

**Key Requirements:**

**1\. Software or Agency Experience**

The ideal candidate should come from either:

• a **SaaS/Software company**, or
• a **Marketing/Advertising agency**

This ensures they are familiar with:

• working with digital products
• dealing with different client profiles
• managing multiple accounts simultaneously

**2\. Marketing Expertise (Preferred)**

Strong preference for candidates with experience in:

• **Email marketing**
• **SMS marketing**
• **Retention strategies**

This is because their clients need support in:

• planning marketing strategies
• optimizing messaging and workflows
• creating engaging customer journeys

**3\. WhatsApp Campaign Strategy**

A core part of the role is helping clients **build and optimize campaigns on WhatsApp**.

The CSM should be comfortable with:

• advising clients on best practices
• creating messaging flows
• improving campaign performance

**4\. Bonus: AI Familiarity**

Being already comfortable with tools like **ChatGPT** or other AI assistants is a plus, because:

• the company itself is AI-focused
• AI is likely part of the product or workflows
• it helps the CSM deliver faster and smarter recommendations