Bilingual Customer Success Manager – Quebec

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

📋 Description

• Establish strong customer relationships and facilitate seamless onboarding.

• Set success metrics and measurable objectives for the initial adoption of the product.

• Recognize long-term growth opportunities based on the customers’ financial operations and future requirements.

• Ensure customers meet their year-one spending goals and product adoption targets.

• Foster ongoing engagement, training, and advocacy beyond the onboarding phase.

• Track customer health indicators and usage patterns, proactively addressing any barriers to adoption.

• Identify risks within the portfolio and create proactive mitigation strategies.

• Respond to churn signals and assist customers during transitions.

• Promote the adoption of Float’s spend-management features for both corporate and employee needs.

• Encourage customer involvement in Early Adopter Programs and collect product feedback.

• Guide customers in optimizing their workflows with Float’s continually evolving features.

• Spot growth opportunities within the designated customer portfolio.

• Offer strategic insights and recommendations for product and operational enhancements.

• Collaborate with internal teams to integrate customer feedback into product development.

• Engage customers to expedite learning processes.

• Work together on onboarding initiatives and strategic engagement and growth campaigns.

• Create and implement scalable processes that improve the customer experience.

⛳️ Requirements

• Proficient in both French and English, with strong written and verbal skills.

• Over 3 years of experience managing a portfolio of 50 or more customers concurrently.

• Demonstrated success in driving product adoption, retention, and growth within a B2B customer environment.

• Capable of analyzing customer usage, engagement trends, and success metrics.

• Comfortable utilizing technology to predict risks, encourage adoption, and evaluate success.

• Exhibits curiosity, resourcefulness, adaptability, and a problem-solving mindset when facing customer challenges.

• Strong customer advocacy skills with the ability to contribute to playbooks, process enhancements, and advocacy initiatives.

• Experience with finance, accounting, or payment-related products is advantageous.

• CPA, CA, or CFA designation is preferred.

• Ability to work independently and make decisions in uncertain circumstances.

• Capacity to collaborate across different functions.

🏝️ Benefits

• Competitive salary and compensation package.

• Equity options available.

• Comprehensive benefits plan.

• Primarily remote work environment.

• Catered team lunches every Tuesday, Wednesday, and Thursday.

• Dog-friendly workplace.

• High-autonomy and high-growth position.

• Culture focused on trust and high performance.

• Accommodations available during the hiring process or upon joining Float.