Bi-lingual Customer Success Manager (French + English)

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.

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

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