Bilingual CS Specialist – Onboarding & Retention

Laylah; Quebec; On-site; CAD 60,000 - 100,000; Full time

Benefits offered by this job

Four weeks vacation

Equipment provided

Job summary

Laylah is seeking a Customer Success Specialist to own onboarding and drive long-term retention for Canadian clients. You will be the face and voice of Laylah, guiding customers through implementation, adoption, and ongoing success.

Responsibilities include onboarding design, client demos, proactive support, and collaboration with sales and leadership to improve the customer experience and retention metrics. Fluency in French and English is required.

Qualifications

• 5+ years in customer success, support, or teaching (or equivalent).
• 5+ years in SaaS B2B roles is strongly preferred.
• Fluently bilingual in French and English.

Responsibilities

• Assist in onboarding and guide clients through adoption.
• Support clients and demonstrate Laylah features to prospects.
• Develop onboarding programs and drive client retention.
• Collaborate with leadership to define CX goals and KPIs.

Skills

Bilingual FR/EN

5+ years in customer success

5+ years SaaS B2B

Financial services asset

Job description

Laylah is seeking a Customer Success Specialist to own onboarding and drive long-term retention for Canadian clients. You will be the face and voice of Laylah, guiding customers through implementation, adoption, and ongoing success.

Responsibilities include onboarding design, client demos, proactive support, and collaboration with sales and leadership to improve the customer experience and retention metrics. Fluency in French and English is required.