• Write and traffic email and SMS briefs, coordinating with internal teams and clients to keep copy, creative, and feedback moving on schedule. • Build, QA, and deploy campaigns and flows within Klaviyo and other ESPs, implementing dynamic content and personalization as outlined in the brief. • Troubleshoot rendering, linking, and compatibility issues to ensure flawless delivery across devices and platforms. • Pull and analyze CRM performance data on a weekly, monthly, and quarterly cadence, tracking KPIs like deliverability, open rate, click rate, conversion rate, and unsubscribe trends. • Monitor flows and campaigns to confirm triggers, segments, and integrations are functioning correctly, flagging anomalies with supporting data. • Own task management within the PM system, keeping dates and content current and flagging any items that fall behind schedule. • Maintain organized client files and shared resources in the Lunar G-Drive. • Build strong working relationships with client stakeholders and become a go-to resource on CRM best practices and platform capabilities.

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items • Ensure client retention through delivery of exceptional service and support • Assist with challenging client requests or issue escalations as needed • Uncover the true business needs, pain points, and challenges that clients are facing • Ensure the timely and successful delivery of solutions according to customer needs and objectives • Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership • Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews • Regularly travel to client sites, conferences, and industry events to represent the company • Lead tailored product demonstrations to show the value of additional HHAeXchange solutions • Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings • Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required • Collaborate with the sales team to identify and grow opportunities within the market • Address gaps in implementation, services, support and or/client needs • Manage a set of KPIs to drive increased customer satisfaction

• Proactive customer engagement: You initiate regular conversations with existing customers, analyze their needs, and translate insights into concrete recommendations for action • Product consulting & adoption: You advise on our SaaS portfolio, identify adoption gaps, and support customers in implementing new modules • Churn prevention: You detect risk signals early and develop measures to stabilize accounts — in close coordination with Product, Support and Sales • Upsell & cross-sell: You identify opportunities for additional products, prepare tailored proposals, and support customers through to closing • Reporting: You maintain CRM data carefully and provide structured customer feedback to Product Management

Role 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. 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. Qualifications - 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 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 - 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 - Marketing Knowledge (Strong Plus) - Experience in email marketing - SMS marketing - Retention marketing - Customer journey optimization - WhatsApp Campaign Expertise - Comfortable with designing campaign flows - Advising on best practices - Improving performance through A/B testing - AI Familiarity (Bonus) - Experience with tools such as ChatGPT or similar AI assistants Benefits - Competitive salary - Flexible working hours - Remote work options - Professional development opportunities 👉 Important: Si vous ne parvenez pas à postuler via Join, merci d’envoyer directement votre candidature par email à : n.tajouri@herreraheadhunters.com