Bilingual Customer Success Manager – FR, ENG
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Job Description
Go Echoes Customer Success Manager managing 60 French SaaS accounts remotely from Mauritius. Driving adoption, retention, expansion, WhatsApp campaign performance, onboarding, and customer growth.
Responsibilities:
- Manage a portfolio of 60 French SaaS accounts as the primary client contact
- Build long-term relationships with client decision-makers
- Conduct regular check-ins, QBRs, and performance reviews
- Drive retention, expansion, renewals, and upsell opportunities
- Increase product adoption and feature utilization across the customer lifecycle
- Monitor usage metrics, engagement indicators, churn risks, and account KPIs
- Advise clients on WhatsApp marketing campaign structure, messaging flows, segmentation, automation, and optimization
- Analyze campaign results and recommend improvements to maximize engagement and ROI
- Guide new customers through implementation, onboarding, training, documentation, and tutorials
- Identify account growth opportunities and share feedback with Product, Marketing, and Engineering
- Manage escalations and coordinate issue resolution with technical teams
- Use AI tools to support campaign creation, message templates, automation flows, personalization, and AI-powered product features
- Maintain account notes and CRM updates
- Improve CSM processes and playbooks and support the scaling of Customer Success operations
Requirements:
- 3+ years of experience as a Customer Success Manager in a SaaS environment
- Previous experience working in a SaaS or software company; candidates without SaaS experience will not be considered
- Understanding of subscription models
- Understanding of customer lifecycle management
- Understanding of product adoption metrics
- Understanding of churn prevention strategies
- Understanding of expansion and upselling within SaaS environments
- Fully bilingual in French and English, spoken and written
- Ability to conduct client meetings in French
- Comfortable collaborating with international teams in English
- Strong presentation and stakeholder management skills
- Experience managing 40–80 accounts simultaneously
- Comfort with designing WhatsApp campaign flows and advising on best practices
- Ability to improve WhatsApp campaign performance through A/B testing
- Experience in email marketing, SMS marketing, retention marketing, or customer journey optimization is a strong plus
- Experience with ChatGPT or similar AI assistants is a bonus
- Data-driven mindset
- Strong ownership and accountability
- Comfortable working in a fast-paced, remote environment
Benefits:
- Remote work
- Freelance engagement
- Fast-paced work environment
- Opportunity to support the scaling of Customer Success operations
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