Client Success Manager, Bilingual – English/French

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

📋 Description

• Take ownership of the entire customer lifecycle for Strider’s Canadian client portfolio, encompassing onboarding, implementation, user enablement, executive business reviews, renewals, and ongoing success planning.

• Act as the primary strategic advisor for clients in higher education, commercial, and public sector organizations.

• Establish executive relationships and devise success plans that align with client priorities.

• Monitor account health and identify opportunities to enhance adoption, engagement, and long-term outcomes.

• Provide training and best practices to optimize platform value.

• Assist clients in leveraging Strider’s intelligence and platform capabilities for research security, geopolitical risk, third-party due diligence, supply chain resilience, and other strategic objectives.

• Offer recommendations that bolster clients’ security and decision-making abilities.

• Collaborate with Product, Intelligence, and Engineering teams to relay client feedback and influence product improvements.

• Advocate for client needs throughout the organization.

• Identify opportunities to expand Strider’s presence within existing Canadian accounts.

• Work alongside Sales on renewals, account planning, and growth opportunities.

• Support executive engagements, client events, and reference opportunities.

• Contribute to account strategies focused on enhancing retention and long-term growth.

• Maintain precise account documentation, success plans, and customer health metrics.

• Coordinate cross-functionally to address client inquiries and provide a seamless customer experience.

• Manage sensitive client information with professionalism, discretion, and integrity.

• Anticipate client needs, respond promptly, and ensure an exceptional client experience.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Consulting, Account Management, or other client-facing roles, demonstrating a proven ability to drive customer outcomes and retention.

• Proficient in both English and French, with outstanding written and verbal communication skills in both languages.

• Experience managing enterprise or strategic customer relationships, ideally within higher education, commercial, or public sector organizations.

• Capability to build trusted relationships with executive leaders and diverse stakeholder groups.

• Strong organizational and project management skills, with the ability to handle multiple client engagements at once.

• Proven ability to quickly grasp new technologies and convey complex concepts into practical guidance for clients.

• Experience working with SaaS platforms or technology-enabled solutions.

• Willingness to travel up to 25% across Canada and occasionally within North America.

• Familiarity with research security, geopolitical risk, due diligence, compliance, or enterprise risk management programs.

• Experience in supporting customer renewals, account growth, and expansion initiatives.

• Previous experience collaborating with sales teams on strategic account planning.

• Additional language skills in Mandarin, Russian, or Farsi are preferred.

• Legally authorized to work in Canada.

🏝️ Benefits

• Opportunities for professional growth.

• Chance to make a significant impact on organizations that are shaping the future of innovation.

• Collaboration with experts in intelligence, technology, and client success.

• Mission-driven work at the forefront of strategic intelligence and AI.