Senior Customer Success Manager (Bilingual En/Fr)

1840 & Company -
Quebec City, QC

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Job details

Full-time | Freelance
$35–$37 an hour

Qualifications

Bilingual
French
Microsoft Excel
Sales
Customer service
English
Quality assurance
Presentation skills
Team management
B2B
Direct sales
Product demos
Certified Scrum Master
HRIS
Customer support
SaaS
Business
Account management
Communication skills
Negotiation
Customer acquisition

Full job description

Senior Customer Success Manager (Bilingual En/Fr)

Electric- ai

Remote, Québec, Quebec, Canada

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Non-Negotiable

Location

About the Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

About the Job

If you're equally energized by winning the deal and ensuring it thrives long after signature, this role offers a rare chance to participate across the entire customer journey. We are hiring a bilingual English and Quebec French speaking Senior Customer Success Manager (Bilingual EN/FR) to support our expansion into Canada. In this role you'll conduct product demonstrations to help qualify and close new business, then own the customer relationship from signature forward — driving adoption, growth, and lasting success. Post-sales, you'll manage a dedicated book of business with full accountability for revenue, retention, expansion, and NPS. Beyond the commercial metrics, your focus is on genuinely understanding what your customers are trying to achieve and ensuring that we are helping them get there through proactive engagement, strong implementation and adoption, and a consistently excellent experience. This is a senior role. We're looking for someone with a proven track record of building deep customer relationships, managing a book of business independently, and delivering results in a customer success or account management capacity.

Job Overview

Employment Type:
Full-Time Independent Contractor
Department:
Customer Service/Support
Job Level:
Manager

Education & Experience

Years Of Experience:
5 Years
Business Model:
Direct Sales
SaaS (Software As A Service)
Subscription
Minimum Education Level:

Qualification:
None

Skills

Tools/Platforms:
Zoom
Customer Health Dashboards
Knowledge Base Systems
Hcm / Hris Platforms
It Security Tools
Ticketing / Incident Management Tools
Salesforce
Microsoft Excel
Google Meet
Crm / Customer Success Tools
Google Sheets
Additional Skills:
None
Common Methodologies/Frameworks:
Root Cause Analysis (Rca)
Process Improvement & Optimization
Customer Success Management (Csm)
Customer Retention & Expansion Strategy
Account Management Strategy
Customer Health Monitoring
Customer Lifecycle Management
Quarterly Business Review (Qbr) Process
Consultative Selling & Product Demonstration
Additional Skills:
None
General Skills:
Customer Relationship Management (CRM)
Product Knowledge
Customer Segmentation
Customer Satisfaction
Quality Assurance In Customer Service
Customer Acquisition
Strong Client Relationships
Production Planning
Additional Skills:
None
Soft Skills:
Multitasking
Planning
Problem Solving
Attention To Detail
Collaboration
Continuous Learning
Communication
Interpersonal Skills
Emotional Intelligence
Decision Making
Persuasion
Relationship Building
Negotiation Skills
Presentation Skills
Active Listening
Teamwork
Strategic Thinking
Team Management
Patience
Flexibility
Positive Attitude
Team Collaboration
Sales Skills
Motivation
Additional Skills:
None

Requirements

Technological Requirements:

Language:
English
Location:
Canada

Responsibilities

Conduct demonstrations for prospective French-speaking clients that move beyond features to showcase how our platform automates the employee lifecycle and mitigates operational risk.
Provide consultative guidance on product integrations (HCM/HRIS) and IT security best practices, leveraging our established frameworks and playbooks.
Own a portfolio of accounts as the primary point of contact and trusted advisor, deeply understanding each customer's business objectives and challenges.
Manage the full post-sales lifecycle — from onboarding through renewal — proactively identifying expansion and upsell opportunities.
Develop and execute tailored success plans, conducting regular check-ins to track adoption, health, and ROI.
Host tiered business reviews, using data to demonstrate value and align on forward-looking goals.
Monitor customer health metrics and take proactive steps to mitigate churn risk.
Partner with Sales, Product, Service Delivery, and Support to ensure customer needs are met and feedback shapes the roadmap.
Lead incident and problem management for critical issues, driving root-cause analysis and corrective action to resolution.
Contribute to departmental initiatives by identifying process improvements and sharing learnings with leadership.

Requirements:

Fluent in both English and French-Canadian
5+ years of relevant work experience in customer-facing Customer Success, Account Management, or strategic consulting roles. B2B SaaS or MSP experience preferred
Collaborative, with a proven track record of excelling in fast-growing environments and taking initiative to the next level
Strong leadership, priority management, and emotional intelligence
Demonstrated at building trust and communicating effectively with a broad range of stakeholders: C-Suite, senior executives, business owners
Motivated self-starter, with proven abilities to take ownership of difficult projects and see them through to successful completion
Exceptional written and verbal communication skills
Familiarity and comfort with IT terminology and security technology is a major plus

Salary & Benefits

Break:
Paid
0

Working Hours

Monday:
9 A.M. - 6 P.M.
Tuesday:
9 A.M. - 6 P.M.
Wednesday:
9 A.M. - 6 P.M.
Thursday:
9 A.M. - 6 P.M.
Friday:
9 A.M. - 6 P.M.

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