Bi-lingual Customer Success Manager

il y a 1 semaine

Paris, Île-de-France Go Echoes Temps plein

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.

Tasks

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 AI's 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
  • Promote AI-powered features within Coco AI's 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/cross-sell opportunities

10. Documentation & Process Improvements

  • Maintain updated client notes, workflows, and playbooks
  • Contribute to building stronger CSM processes as the team grows
Requirements

Key Requirements:

1. Software or Agency Experience

The ideal candidate should come from either:

  • a SaaS/Software company, or
  • a Marketing/Advertising agency

This ensures they are familiar with:

  • working with digital products
  • dealing with different client profiles
  • managing multiple accounts simultaneously

2. Marketing Expertise (Preferred)

Strong preference for candidates with experience in:

  • Email marketing
  • SMS marketing
  • Retention strategies

This is because their clients need support in:

  • planning marketing strategies
  • optimizing messaging and workflows
  • creating engaging customer journeys

3. WhatsApp Campaign Strategy

A core part of the role is helping clients build and optimize campaigns on WhatsApp.

The CSM should be comfortable with:

  • advising clients on best practices
  • creating messaging flows
  • improving campaign performance

4. Bonus: AI Familiarity

Being already comfortable with tools like ChatGPT or other AI assistants is a plus, because:

  • the company itself is AI-focused
  • AI is likely part of the product or workflows
  • it helps the CSM deliver faster and smarter recommendations

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