Herrera Headhunters

Bilingual Customer Success Manager – FR, ENG

Herrera Headhunters

contract

Posted on:

Location Type: Remote

Location: Mauritius

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About the role

  • 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
  • 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
  • Advise clients on building and optimizing WhatsApp marketing campaigns
  • Help structure messaging flows, segmentation, and automation
  • Analyze campaign results and provide actionable insights
  • Track KPIs related to adoption, retention, and campaign performance
  • Identify growth opportunities within accounts
  • Generate message templates and automation flows
  • Promote AI-powered product features
  • Maintain structured account notes and CRM updates
  • Contribute to improving CSM processes and playbooks

Requirements

  • Mandatory: SaaS Experience
  • Previous experience working in a SaaS/software company (strongly preferred)
  • Understanding of 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
  • 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
  • Strong Plus: Marketing Knowledge
  • Experience in email marketing
  • SMS marketing
  • Retention marketing
  • Customer journey optimization
  • Clients expect strategic guidance, not only account management
  • WhatsApp Campaign Expertise
  • Comfortable designing campaign flows, advising on best practices, and improving performance through A/B testing
  • Bonus: AI Familiarity
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS experiencecustomer lifecycle managementproduct adoption metricschurn prevention strategiesexpansion and upsellingWhatsApp marketing campaignsemail marketingSMS marketingretention marketingcustomer journey optimization
Soft Skills
excellent communication skillsbilingual in French and Englishstrong presentation skillsstakeholder managementstrategic guidancecollaboration with international teamsclient relationship buildingperformance analysisproactive problem solvingprocess improvement