Bi-lingual Customer Success Manager
il y a 5 jours
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 #J-18808-Ljbffr
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Manager - Customer Success
il y a 5 jours
Paris, France Freshworks Temps pleinJob Description We’re looking for an experienced Senior Manager of Customer Success to lead and scale our European team, focused on our top-tier markets — France, Germany, and the Netherlands. Based in Paris, you’ll play a key role in ensuring our Enterprise and Mid-Market customers achieve measurable value and long-term success with Freshworks....
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Manager - Customer Success
il y a 5 jours
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