Bilingual Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the accountable owner for a tiered portfolio of enterprise accounts, spanning key, growth, and portfolio segments.

• Foster executive and operational relationships with IT, procurement, and finance stakeholders.

• Conduct monthly account-health cadences to monitor SLA compliance, escalation activities, portal usage, and receivables indicators.

• Implement predefined escalation strategies for accounts showing signs of trouble, including competitive risks and unsecured renewals.

• Facilitate structured Quarterly Business Reviews, documenting the value delivered, savings achieved, SLA performance, and lifecycle results.

• Transform service review discussions into opportunities for expansion.

• Manage the renewal process from start to finish, including early engagement, escalation application, and risk mitigation strategies.

• Aim for zero unsecured renewals within 180 days prior to expiration.

• Identify opportunities for improvement across expense management, procurement, logistics, service desk, and disposition services.

• Generate qualified expansion leads for the sales team and collaborate on expansion initiatives.

• Channel structured customer feedback into product, delivery, and pricing strategies.

• Maintain precise account plans, contacts, and activities within the CRM system.

• Partner with an Account Executive, Channel Sales Lead, Sales Engineer, and delivery leaders across depot operations, service desk, and TEM operations.

⛳️ Requirements

• Fluency in French/Canadian is required.

• A minimum of 5 years in customer success, account management, or client services for enterprise B2B clients, with direct responsibility for retention or revenue outcomes.

• Experience in managed services, telecom/mobility, SaaS, or IT services.

• Comfortable discussing SLAs, recurring-revenue contracts, and service operations.

• Proven track record in renewing and expanding enterprise accounts.

• Ability to meet retention and expansion targets.

• Strong executive presence; capable of leading a business review for IT and finance leaders effectively.

• Disciplined approach to pipeline and account management within a CRM.

• Excellent written communication skills.

• Experience in Managed Mobility Services, Telecom Expense Management (TEM), or IT lifecycle services.

• Familiarity with ServiceNow-based service platforms and enterprise mobility ecosystems, including carriers, UEM/MDM, and depot logistics.

• Experience with account-health scoring frameworks and QBR programs.

• Background in serving Fortune 500 clients in regulated industries.

• Must be a Canadian Citizen.

• Selected applicants may undergo a government security investigation and must meet eligibility criteria for access to classified information.

• US citizenship may be needed for certain positions.

🏝️ Benefits

• Formula-driven incentive compensation linked to retention and expansion metrics, featuring documented targets and transparent payouts.

• Access to virtual health consultations.

• Commuter benefits.

• Pet insurance options.

• Discounts on entertainment.

• Annual performance evaluations.

• Tuition reimbursement programs.

• Internal career advancement opportunities.

• Generous 401(k) matching contributions.

• Life insurance coverage.

• Disability insurance options.

• Financial wellness resources.

• Annual awards for performance.

• Recognition for service anniversaries.

• Referral bonuses for employee recommendations.

• Peer-to-peer acknowledgments.

• Comprehensive healthcare coverage.

• Wellness initiatives.

• Flu vaccination programs.

• Biometric health screenings.