About the Role
The role involves working closely with clients to maximize product value, guiding onboarding, monitoring usage, and serving as a trusted advisor to drive renewals and expansions.
Responsibilities
- Act as the primary point of contact for clients, communicating fluently in both French and English
- Guide new customers through onboarding and initial implementation phases
- Monitor client engagement and product usage to identify opportunities and risks
- Proactively reach out to customers to ensure satisfaction and address concerns
- Collaborate with internal teams to resolve technical or service-related issues
- Track customer health metrics and prepare regular status updates
- Support renewal processes by evaluating client satisfaction and contract readiness
- Identify expansion opportunities through ongoing customer engagement
- Gather and relay customer feedback to product and development teams
- Develop customer success plans tailored to individual client goals
- Conduct regular check-ins and business reviews with key accounts
- Assist in creating training materials and resources for clients
- Maintain accurate records in the customer relationship management system
- Escalate critical issues following defined protocols
- Promote best practices for product utilization
- Coordinate with sales teams during handover from pre- to post-sales
- Monitor contract milestones and renewal timelines
- Advocate for customer needs within the organization
- Contribute to improving internal customer success processes
- Stay updated on product changes and industry trends
Nice to Have
- Experience in voice analytics or conversational AI platforms
- Prior work with enterprise-level clients
- Knowledge of customer lifecycle management
- Certification in customer success or related discipline
- Experience working in multicultural teams
- Familiarity with French-speaking markets in Europe or Canada
- Background in training or consulting roles
- Exposure to agile project methodologies
Compensation
Competitive salary with performance incentives
Work Arrangement
Hybrid remote/office setup
Team
Part of the customer success department reporting to the Director of Customer Experience
Why Join Us
- You’ll work with a diverse client base across multiple regions, leveraging language skills to deepen relationships.
- The team values initiative, clear communication, and data-informed decision-making.
- Opportunities for professional growth exist within a scaling customer-focused organization.
What We Offer
- Health and wellness benefits package
- Flexible working hours
- Annual learning and development allowance
- Team offsites and company retreats
- Modern tools and technology for remote collaboration
Available for qualified candidates
