Herrera Headhunters is looking for a Bilingual Customer Success Manager to serve as the strategic partner for a portfolio of French clients. You will be responsible for ensuring product adoption, driving retention, and identifying expansion opportunities within your assigned 60 French SaaS accounts.

What You'll Do

Act as the primary point of contact and build strong, long-term relationships with decision-makers.
Conduct regular check-ins, QBRs, and performance reviews to drive retention and expansion.
Ensure strong product adoption, monitor usage metrics, and proactively implement strategies to mitigate churn risk.
Partner with Sales on renewals and upsell opportunities.
Advise clients on building and optimizing WhatsApp marketing campaigns, including structuring messaging flows, segmentation, and automation.
Analyze campaign results, provide actionable insights, and recommend improvements to maximize engagement and ROI.
Guide new customers through product implementation, leading onboarding sessions and providing best practices.
Track KPIs related to adoption, retention, and campaign performance.
Identify growth opportunities and share structured feedback with Product, Marketing, and Engineering teams.
Manage escalations, coordinate with technical teams, and ensure fast, clear, and professional communication.
Use AI tools (e.g., ChatGPT) to support campaign creation, generate templates, and promote AI-powered product features.
Maintain structured account notes and CRM updates, and contribute to improving CSM processes and playbooks.

What We're Looking For

Previous experience working in a SaaS / Software company.
Understanding of subscription models, customer lifecycle management, product adoption metrics, churn prevention strategies, and expansion/upselling within SaaS environments.
Fully bilingual in French and English (spoken & written), able to conduct client meetings in French and collaborate with international teams in English.
Strong presentation and stakeholder management skills.

Nice to Have

Experience in email marketing, SMS marketing, retention marketing, and customer journey optimization.
Experience with designing WhatsApp campaign flows, advising on best practices, and improving performance through A/B testing.
Experience with AI tools such as ChatGPT or similar AI assistants.