Job Description

Herrera Headhunters is looking to hire an experienced Customer Success Manager with a proven SaaS background to manage a portfolio of 60 French accounts.

The ideal candidate has previously worked in a SaaS / software environment, understands subscription-based business models, and is fully bilingual in French and English (spoken and written), as they will interact daily with French clients and collaborate closely with the US team.

Role Overview

You will act as the strategic partner for a portfolio of French clients, ensuring product adoption, retention, and expansion. This role combines account management, marketing advisory, onboarding, and performance optimization.

Tasks

Key Responsibilities

1. Portfolio Management (60 French SaaS Accounts)

• 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

1. SaaS Product Adoption & Customer Lifecycle Management

• 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

1. WhatsApp Campaign Strategy & Optimization

• Advise clients on building and optimizing WhatsApp marketing campaigns
• Help structure messaging flows, segmentation, and automation
• Analyze campaign results and provide actionable insights
• Recommend improvements to maximize engagement and ROI

1. Onboarding & Training

• Guide new customers through product implementation
• Lead onboarding sessions and product training
• Provide best practices, documentation, and tutorials

1. Performance Monitoring & Reporting

• Track KPIs related to adoption, retention, and campaign performance
• Identify growth opportunities within accounts
• Share structured feedback with Product, Marketing, and Engineering teams

1. Customer Support & Issue Resolution

• Manage escalations and coordinate with technical teams
• Ensure fast, clear, and professional communication
• Maintain high customer satisfaction levels

1. AI & Content Optimization

• Use AI tools (e.g., ChatGPT) to support campaign creation
• Generate message templates and automation flows
• Promote AI-powered product features
• Help clients optimize personalization strategies

1. Process & Documentation

• Maintain structured account notes and CRM updates
• Contribute to improving CSM processes and playbooks
• Support the scaling of Customer Success operations

Requirements

Requirements

1. Mandatory: SaaS Experience

The candidate must have previous experience working in a:

• SaaS / Software company (strongly preferred)

They must understand:

• 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.

1. 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.

1. Marketing Knowledge (Strong Plus)

Experience in:

• Email marketing
• SMS marketing
• Retention marketing
• Customer journey optimization

Clients expect strategic guidance, not only account management.

1. WhatsApp Campaign Expertise

The CSM must be comfortable with:

• Designing campaign flows
• Advising on best practices
• Improving performance through A/B testing

1. AI Familiarity (Bonus)

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