Bilingual Customer Success Manager

Diagram; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A dynamic company is seeking a Bilingual Customer Success Manager to lead enterprise customer relationships and ensure their success. The role includes collaborating with cross-functional teams, managing projects, and driving platform engagement to enhance customer satisfaction. Ideal candidates will have a passion for sustainability and experience in SaaS or the software development industry.

Benefits

Flexible schedules

Stock option plan

Contribute to sustainability efforts

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Bilingual in English and French is a must.
• Experience in startup or SaaS preferred.

Responsibilities

• Build trusted relationships with enterprise-level customers.
• Drive platform adoption and lead renewal efforts.
• Manage customer projects from start to finish.

Skills

Customer Advocacy

Empathy

Analytical Skills

Problem Solving

Collaboration

Job description

We’re seeking a driven and detail-orientedBilingual Customer Success Managerto own and lead Enterprise customer relationships with confidence and creativity. In this role, you’ll be responsible for ensuring every detail is managed and every interaction delivers value. You’ll collaborate with analysts, product, engineering, and business teams to help customers fully adopt Novisto, achieve their goals, and grow their partnership with us. If you excel at steering calls, driving the next steps, and thinking outside the box to solve challenges, we’d love to have you on the team!

Your Responsibilities Will Include:

• Collaborate to Define Success: Partner with enterprise-level customers to establish clear objectives, milestones, and metrics aligned with their goals, ensuring shared accountability for achieving meaningful outcomes.
• Operate with a “One Team” Mentality: Champion internal collaboration and alignment to drive exceptional results for your customers. Work closely with ESG Implementation, ESG Adoption Services, Product, and other teams to ensure we operate in lockstep and deliver the best possible outcomes.
• Build Strategic Relationships: Develop strong, trusted relationships with customers by deeply understanding their evolving business priorities and ESG goals. Focus on multi-threading accounts and fostering strong executive-level connections.
• Drive Platform Engagement: Lead initiatives that expand platform adoption and deepen customer satisfaction, such as tailored training, enablement programs, internal marketing campaigns, and evangelism efforts.
• Lead Commercial Outcomes: Own all renewal and expansion efforts, focusing on delivering meaningful customer value. Ensure renewals are secured ahead of deadlines and captured in the CRM. Proactively lead renewal conversations, identify opportunities to enhance customer value, and manage expansion efforts end-to-end, with support from CS leadership as needed.
• Manage Projects with Precision: Oversee customer projects from start to finish, including scope, deliverables, timelines, and communication. Anticipate challenges and coordinate cross-functional solutions to ensure success.
• Deliver Seamless Onboarding: Partner with the ESG Implementation Services team to deliver comprehensive training, equipping customers with the knowledge and confidence to fully leverage Novisto’s platform.
• Showcase Impact: Highlight and share customer success stories that demonstrate the tangible value Novisto brings to their businesses, ensuring these stories are celebrated both externally and internally.

What we are looking for:

• 3+ years of relevant work experience in Customer Success or Account Management teams
• Deep caring about customers and a natural ability to empathize with and advocate for them;
• Passion for the ESG industry;
• Bilingualism is a must (English and French)
• Ability to independently prioritize work and autonomously manage a large workload;
• Track record of excellence; demonstrated excellence in work;
• Structured and analytical approach to any work plan;
• Entrepreneurial approach to testing hypotheses and quickly iterating on ideas;
• Startup, software development industry, and/or SaaS experience (Preferred)

What we offer:

• Join an early-stage, well-financed company
• Advance Novisto’s purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software
• Contribute your knowledge and insights to increase awareness and knowledge of sustainability
• Flexible schedules
• Stock option plan