Bilingual Customer Success Manager (SaaS) – French & English – Remote

About the role

Herrera Headhunters seeks a bilingual Customer Success Manager to lead a portfolio of 60 French SaaS accounts. You will act as the strategic partner for French‑speaking clients, driving product adoption, retention, and growth while collaborating closely with the US team.

Key responsibilities

• Serve as the primary contact for 60 French accounts, building long‑term relationships and conducting regular check‑ins, QBRs, and performance reviews.
• Monitor usage metrics, identify churn risks, and implement proactive retention strategies.
• Advise clients on WhatsApp marketing campaign design, segmentation, automation, and performance analysis.
• Lead onboarding sessions, product training, and provide best‑practice documentation.
• Track KPIs related to adoption, retention, and campaign results; share feedback with Product, Marketing, and Engineering.
• Manage escalations, coordinate with technical teams, and ensure high customer satisfaction.
• Leverage AI tools such as ChatGPT to create campaign templates, automation flows, and personalize messaging.
• Maintain accurate CRM records and contribute to improving CSM processes.

Required profile

• Proven experience in a SaaS or software environment, with solid understanding of subscription models, customer lifecycle, churn prevention, and upselling.
• Fully bilingual in French and English (spoken and written), able to communicate daily with French clients and US colleagues.
• Strong analytical mindset with the ability to interpret usage data and campaign metrics.

Required skills

• SaaS platform knowledge
• WhatsApp marketing campaign management
• AI tools (e.g., ChatGPT) for content creation
• CRM usage and documentation