Go Echoes

Outsourcing and Offshoring Consulting

1-10

France

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 Coco AI’s 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 Coco AI’s 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

Freelance

Manager

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.
<h2 id="tasks">Tasks</h2>
1. Manage a Portfolio of 60 French Accounts
<ul>
<li>Act as the primary point of contact for all French clients</li>
<li>Build strong, long-term relationships</li>
<li>Conduct regular check-ins, QBRs, and performance reviews</li>
</ul>
2. Support Clients in WhatsApp Campaign Strategy
<ul>
<li>Help clients design, structure, and optimize WhatsApp marketing campaigns</li>
<li>Provide strategic recommendations to improve engagement and retention</li>
<li>Assist in segmentation, messaging flows, and timing</li>
<li>Analyze campaign results and suggest improvements</li>
</ul>
3. Onboarding &amp; Training
<ul>
<li>Guide new customers through product setup</li>
<li>Train users on how to use Coco AI’s features effectively</li>
<li>Provide documentation, tutorials, and best practices</li>
</ul>
4. Performance Monitoring &amp; Reporting
<ul>
<li>Track account performance, usage, and adoption metrics</li>
<li>Identify risks, churn signals, or upsell opportunities</li>
<li>Report insights to internal teams (Product, Marketing, Engineering)</li>
</ul>
5. Customer Support &amp; Issue Resolution
<ul>
<li>Address customer questions and troubleshoot issues</li>
<li>Coordinate with technical teams when bugs or product problems arise</li>
<li>Ensure clients receive timely and accurate support</li>
</ul>
6. Campaign Execution Assistance (Hands-On Support)
<ul>
<li>Help build or review WhatsApp campaign content</li>
<li>Ensure client campaigns follow marketing best practices</li>
<li>Provide guidance on A/B tests, compliance, and messaging tone</li>
</ul>
7. AI Usage &amp; Content Optimization
<ul>
<li>Use AI tools (e.g., ChatGPT) to help clients:</li>
<li>Generate message templates</li>
<li>Create automated flows</li>
<li>Personalize communications</li>
<li>Promote AI-powered features within Coco AI’s product</li>
</ul>
8. Internal Collaboration
<ul>
<li>Share customer feedback with the Product team</li>
<li>Suggest improvements based on client use cases</li>
<li>Coordinate with Sales on renewals and upsells</li>
</ul>
9. Retention &amp; Expansion Responsibilities
<ul>
<li>Maintain high customer satisfaction</li>
<li>Drive product adoption to increase retention</li>
<li>Identify upsell/cross-sell opportunities</li>
</ul>
10. Documentation &amp; Process Improvements
<ul>
<li>Maintain updated client notes, workflows, and playbooks</li>
<li>Contribute to building stronger CSM processes as the team grows</li>
</ul>
<h2 id="requirements">Requirements</h2>
Key Requirements:
1. Software or Agency Experience
The ideal candidate should come from either:
<ul>
<li>a SaaS/Software company, or</li>
<li>a Marketing/Advertising agency</li>
</ul>
This ensures they are familiar with:
<ul>
<li>working with digital products</li>
<li>dealing with different client profiles</li>
<li>managing multiple accounts simultaneously</li>
</ul>
2. Marketing Expertise (Preferred)
Strong preference for candidates with experience in:
<ul>
<li>Email marketing</li>
<li>SMS marketing</li>
<li>Retention strategies</li>
</ul>
This is because their clients need support in:
<ul>
<li>planning marketing strategies</li>
<li>optimizing messaging and workflows</li>
<li>creating engaging customer journeys</li>
</ul>
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:
<ul>
<li>advising clients on best practices</li>
<li>creating messaging flows</li>
<li>improving campaign performance</li>
</ul>
4. Bonus: AI Familiarity
Being already comfortable with tools like ChatGPT or other AI assistants is a plus, because:
<ul>
<li>the company itself is AI-focused</li>
<li>AI is likely part of the product or workflows</li>
<li>it helps the CSM deliver faster and smarter recommendations</li>
</ul>

Bi-lingual Customer Success Manager (French + English)

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