Location: Remote
Reports to: Customer Success Manager
Role OverviewWe are seeking a Customer Success Manager who will take ownership of client relationships and ensure their long-term success and satisfaction. The ideal candidate will be fluent in French and will play a key role in onboarding, training, and supporting our clients throughout their journey with Parent™. You will act as the main point of contact for assigned accounts, ensuring smooth adoption, proactive engagement, and ongoing value realization.
Key Responsibilities
- * Serve as the primary point of contact for assigned client accounts, managing relationships in both English and French.
- Lead onboarding and training sessions for new clients, ensuring they are fully equipped to use the Parent™ system effectively.
- Drive customer success and satisfaction by proactively engaging with clients to ensure their goals are met.
- Monitor account health, usage, and engagement to identify opportunities for improvement and growth.
- Provide chat support as part of daily operations, responding promptly and professionally to employee or customer inquiries.
- Address client inquiries and coordinate with internal teams (technical, product, and sales) to resolve any issues promptly.
- Maintain accurate and up-to-date account information in the CRM.
- Partner with cross-functional teams to share feedback, resolve client issues, test and open support tickets, and follow up with the development team to ensure timely resolution and an enhanced client experience.
- Support renewal and retention efforts by maintaining strong, trust-based relationships with clients.
- Bachelor’s degree or equivalent experience in Account Management, Customer Success, or a related field.
- 2–4 years of experience in account management or client relationship roles, preferably in SaaS or technology-based companies.
- Proven experience with ticketing systems and live chat support.
- Fluent in French & English (spoken and written).
- Strong communication, organization, and problem-solving skills.
- Proactive, customer-focused mindset with the ability to manage multiple priorities.
