Bilingual Customer Success Manager (SaaS) – French & English – Remote

About the role

Go echoes is seeking a bilingual Customer Success Manager with solid SaaS experience to oversee a portfolio of 60 French‑speaking accounts. The role is fully remote and requires daily interaction with French clients while collaborating closely with the US team.

Key responsibilities

• Serve as the primary contact for 60 French SaaS accounts, building long‑term relationships and conducting regular check‑ins, QBRs, and performance reviews.
• Drive product adoption, monitor usage metrics, identify churn risks and implement retention strategies.
• Advise clients on WhatsApp marketing campaign design, segmentation, automation and provide performance insights.
• Lead onboarding sessions, deliver product training and supply best‑practice documentation.
• Track KPIs related to adoption, retention and campaign performance; share feedback with product, marketing and engineering teams.
• Manage escalations, coordinate with technical teams and ensure high customer satisfaction.
• Utilise AI tools such as ChatGPT to create campaign templates, automation flows and promote AI‑powered features.
• Maintain accurate CRM records and contribute to improving CSM processes.

Required profile

• Proven experience in a SaaS or software company, with a deep understanding of subscription models, customer lifecycle management and churn prevention.
• Fully bilingual in French and English (spoken and written).
• Strong communication skills and ability to work independently in a remote environment.

Required skills

• WhatsApp campaign management
• ChatGPT or similar AI content generation tools