The Role
Manage a portfolio of 60 French accounts as the primary contact. Drive onboarding, WhatsApp campaign strategy and execution, training, performance monitoring, issue resolution, AI-powered content optimization, retention, upsells, and internal feedback to Product and Sales. Maintain documentation and improve CSM processes.
Summary Generated by Built In
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 the 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 the 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
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 the 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 the 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
Skills Required
- Fully bilingual in French and English
- Experience at a SaaS/Software company or Marketing/Advertising agency
- Experience designing and optimizing WhatsApp marketing campaigns
- Experience with email marketing, SMS marketing, and retention strategies
- Familiarity using AI assistants/tools (e.g., ChatGPT)
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The Company
What We Do
Herrera Headhunters is a premier recruitment firm specializing in high-level talent acquisition, B2B sales outsourcing, and customer service staffing. Using their precision-driven CoreAlign Approach™, they focus on aligning talent with company values to drive business transformation and long-term growth. They serve as a strategic partner for companies seeking talent excellence, focusing on specialized hiring, retention, and performance optimization.
