Bi-lingual Customer Success Manager (French + English)

Go Echoes; À distance; EUR 60 000 - 80 000; Temps partiel

Résumé du poste

A dynamic tech company is looking for a Customer Success Manager to oversee 60 French accounts. This freelance position requires a bilingual candidate (French/English), capable of providing support in WhatsApp marketing strategies and ensuring high customer satisfaction. Responsibilities include onboarding, performance monitoring, and collaboration with internal teams. Ideal candidates will have experience in SaaS or marketing agencies, with strong skills in email marketing and campaign strategy. Join a forward-thinking team focused on client success and AI-driven solutions.

Qualifications

• Bilingual in French and English to communicate with French clients and US team.
• Experience in software or agency environments managing multiple accounts.
• Knowledge in designing marketing strategies and optimizing messaging workflows.

Responsabilités

• Manage a portfolio of 60 French accounts and build strong relationships.
• Support clients in optimizing their WhatsApp marketing campaigns.
• Conduct onboarding sessions and provide training for new customers.
• Track performance metrics and report insights to internal teams.
• Address customer issues and ensure timely support.
• Help build marketing campaign content and ensure compliance.
• Utilize AI tools to optimize customer messaging and processes.

Connaissances

Bilingual in French and English

Experience in SaaS or Marketing agency

Email and SMS marketing expertise

WhatsApp campaign strategy

Outils

ChatGPT

Description du poste

Overview

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.

Responsibilities

• 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 Coco AIs 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 and promote AI-powered features within Coco AIs 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 or cross‑sell opportunities
• 10. Documentation & Process Improvements
  • Maintain updated client notes, workflows and playbooks
  • Contribute to building stronger CSM processes as the team grows

Qualifications

• 1. Software or Agency Experience
  • Ideal candidate comes from either a SaaS / Software company or a Marketing / Advertising agency
  • Familiar with working with digital products, dealing with different client profiles, managing multiple accounts simultaneously
• 2. Marketing Expertise (Preferred)
  • Strong preference for experience in Email marketing, SMS marketing, retention strategies
  • Planned marketing strategies, optimizing messaging and workflows, creating engaging customer journeys
• 3. WhatsApp Campaign Strategy
  • Comfortable advising clients on best practices, creating messaging flows, improving campaign performance
• 4. Bonus: AI Familiarity
  • Comfortable with tools like ChatGPT or other AI assistants; company is AI‑focused and AI is part of product/workflows

Employment Type

Freelance