Bilingual Customer Success Manager (SaaS) - FR & ENG - Remote

Go Echoes • Lebanon, PA

2d • Remote

About The Position

Go echoes 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. 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.

Requirements

• Previous experience working in a SaaS / Software company
• 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 & written)
• Able to conduct client meetings in French
• Comfortable collaborating with international teams in English
• Strong presentation and stakeholder management skills

Nice To Haves

• Experience in email marketing
• Experience in SMS marketing
• Experience in retention marketing
• Experience in customer journey optimization
• Experience with AI tools such as ChatGPT or similar AI assistants

Responsibilities

• 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
• 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
• 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
• Guide new customers through product implementation
• Lead onboarding sessions and product training
• Provide best practices, documentation, and tutorials
• Track KPIs related to adoption, retention, and campaign performance
• Identify growth opportunities within accounts
• Share structured feedback with Product, Marketing, and Engineering teams
• Manage escalations and coordinate with technical teams
• Ensure fast, clear, and professional communication
• Maintain high customer satisfaction levels
• 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
• Maintain structured account notes and CRM updates
• Contribute to improving CSM processes and playbooks
• Support the scaling of Customer Success operations

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed