Bilingual Customer Success Manager (SaaS) – Remote

About the role

We are seeking a bilingual (French & English) Customer Success Manager with solid SaaS experience to oversee a portfolio of 60 French accounts. Working remotely, you will act as the strategic partner for each client, driving product adoption, retention, and growth while collaborating closely with our US team.

Key responsibilities

• Serve as the primary contact for 60 French SaaS 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, 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.
• Utilize 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 company, with deep understanding of subscription models, customer lifecycle, churn prevention, and upselling.
• Fully bilingual in French and English (spoken and written).
• Excellent communication and relationship‑building skills.

Required skills

• WhatsApp marketing platform
• AI tools (e.g., ChatGPT)
• CRM systems

What we offer

• Remote work flexibility
• Opportunity to manage a sizable portfolio of strategic accounts
• Collaboration with an international team