Bilingual Customer Success Manager (SaaS) FR & ENG Remote — Casablanca · Herrera Headhunters. · EmploiBoost
EmploiBoost / Offres Description du poste Herrera Headhunters is looking to hire an experienced Customer Success Manager with a proven SaaS background to manage a portfolio of 60 French accounts.
The ideal candidate has previously worked in a SaaS / software environment understands subscription-based business models and is fully bilingual in French and English (spoken and written) as they will interact daily with French clients and collaborate closely with the US team.
Role Overview
You will act as the strategic partner for a portfolio of French clients ensuring product adoption retention and expansion. This role combines account management marketing advisory onboarding and performance optimization.
Tasks
Key Responsibilities
1. Portfolio Management (60 French SaaS Accounts)
Act as the primary point of contact for all assigned clients Build strong long-term relationships with decision-makers Conduct regular check-ins QBRs and performance reviews Drive retention and expansion within your portfolio 2. SaaS Product Adoption & Customer Lifecycle Management
Ensure strong product adoption and feature utilization Monitor usage metrics and engagement indicators Identify churn risks and proactively implement retention strategies Partner with Sales on renewals and upsell opportunities 3. WhatsApp Campaign Strategy & Optimization
Advise clients on building and optimizing WhatsApp marketing campaigns Help structure messaging flows segmentation and automation Analyze campaign results and provide actionable insights Recommend improvements to maximize engagement and ROI Offres similaires 01 MKLEAN Recruiting · Casablanca
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Guide new customers through product implementation Lead onboarding sessions and product training Provide best practices documentation and tutorials 5. Performance Monitoring & Reporting
Track KPIs related to adoption retention and campaign performance Identify growth opportunities within accounts Share structured feedback with Product Marketing and Engineering teams 6. Customer Support & Issue Resolution
Manage escalations and coordinate with technical teams Ensure fast clear and professional communication Maintain high customer satisfaction levels 7. AI & Content Optimization
Use AI tools (e.g. ChatGPT) to support campaign creation Generate message templates and automation flows Promote AI-powered product features Help clients optimize personalization strategies 8. Process & Documentation
Maintain structured account notes and CRM updates Contribute to improving CSM processes and playbooks Support the scaling of Customer Success operations 1. Mandatory: SaaS Experience
The candidate must have previous experience working in a:
• SaaS / Software company (strongly preferred)
Subscription models Customer lifecycle management Product adoption metrics Churn prevention strategies Expansion and upselling within SaaS environments Candidates without SaaS experience will not be considered.
2. Mandatory: Excellent Communication Skills (French & English)
Fully bilingual in French and English (spoken & written) Able to conduct client meetings in French Comfortable collaborating with international teams in English Strong presentation and stakeholder management skills Communication quality is critical for this role.
3. Marketing Knowledge (Strong Plus)
Email marketing SMS marketing Retention marketing Customer journey optimization Clients expect strategic guidance not only account management.
4. WhatsApp Campaign Expertise
The CSM must be comfortable with:
Designing campaign flows Advising on best practices Improving performance through A/B testing 5. AI Familiarity (Bonus)
Experience with tools such as:
• ChatGPT or similar AI assistants
Is a strong plus as the company is AI-focused and integrates AI into its workflows.
3 years of experience as a CSM in a SaaS environment Experience managing 4080 accounts simultaneously Data-driven mindset Strong ownership and accountability Comfortable in a fast-paced remote environment Employment Type : Freelance Experience: years Vacancy: 1
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