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.
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
4. Onboarding & Training
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
Requirements
Requirements
1. Mandatory: SaaS Experience
The candidate must have previous experience working in a:
SaaS / Software company (strongly preferred)
They must understand:
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)
Experience in:
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.
Benefits
Ideal Profile
3+ years of experience as a CSM in a SaaS environment
Experience managing 40–80 accounts simultaneously
Data-driven mindset
Strong ownership and accountability
Comfortable in a fast-paced, remote environment
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