Customer Success Manager, Bilingual English-Quebec French

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

📋 Description

• Conduct product presentations for potential French-speaking clients, highlighting how our platform streamlines the employee lifecycle and reduces operational risk.

• Offer consultative advice on product integrations (HCM/HRIS) and best practices in IT security, utilizing Electric's established frameworks and playbooks.

• Manage a portfolio of accounts as the main point of contact, fostering trusted relationships and gaining a deep understanding of each customer's business goals.

• Oversee the complete post-sales process — from onboarding to renewal — while identifying opportunities for expansion and upselling along the way.

• Create and implement success plans, conducting regular check-ins to monitor adoption, health, and ROI.

• Engage in business reviews, utilizing data to illustrate value and ensure alignment with customer objectives.

• Track customer health metrics and take proactive measures to minimize churn risk.

• Collaborate with Sales, Product, Service Delivery, and Support teams to ensure customer needs are met and feedback is communicated internally.

• Assist in incident and problem management for customer issues, guiding them through to resolution.

• Contribute to team initiatives by sharing insights and identifying areas for process improvement.

⛳️ Requirements

• Bilingual in English and French-Canadian.

• 2–4 years of experience in a customer-facing role such as Customer Success, Account Management, or a related position; experience in B2B SaaS or MSP is preferred.

• Proficient in delivering product demonstrations, with the ability to align platform capabilities with customer needs.

• Collaborative and adaptable, thriving in a fast-paced environment.

• Strong communicator adept at building rapport with a diverse range of stakeholders.

• Organized and proactive, capable of managing multiple accounts and priorities concurrently.

• Self-motivated individual who takes ownership and follows through on commitments.

• Excellent written and verbal communication abilities.

• Familiarity with IT terminology or security technology is advantageous.

🏝️ Benefits

• Flexible and generous PTO.

• Mental Wellness Days.

• Volunteer Days.

• Medical, Vision, Dental, and Orthodontia Coverage.

• 401k.

• ESOP (Employee Stock Option Program).

• Kindbody Membership for Family Planning.

• Pre-taxed Commuter Benefits.

• Generous Parental Leave.

• Paid medical, family, and military leave.

• Short and Long Term Disability.

• Employee Assistance Programs.

• Life Insurance funded by Electric.

• Training and career growth opportunities.

• Exciting team building events!