Bilingual Customer Success Manager

Morningstar, Inc.; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Morningstar, Inc. seeks a seasoned Customer Success professional to cultivate trusted relationships with enterprise clients and independent advisors in a hybrid Canada environment.

You will develop strategic account plans, monitor client health, and coordinate cross-functional teams to ensure retention and growth. You will drive adoption through proactive engagement, provide consultative guidance on products and industry trends, and lead training initiatives to maximize user adoption and

Qualifications

• Bachelor’s degree in Business, Finance, Economics, or related field.
• 5+ years of experience in Customer Success, Account Management, Relationship Management, Consulting, or a client-facing role.
• Must be bilingual in English and French.
• Experience supporting financial services clients and technology solutions, including financial software platforms, APIs, market data, and data feeds, is highly desirable.
• Proven ability to build trusted relationships and influence stakeholders at all levels, including senior leaders and decision-makers.
• Ability to manage multiple client relationships, priorities, and initiatives in a fast-paced environment, demonstrating adaptability and resilience.

Responsibilities

• Build and maintain trusted relationships with enterprise clients and independent advisors to drive retention and long-term success.
• Develop and execute strategic account plans, monitor client health and risks, coordinate cross-functional teams, and identify growth opportunities.
• Lead proactive client engagement through regular touchpoints and business reviews to drive product adoption and value realization.
• Provide consultative guidance with strong knowledge of products, industry trends, and client workflows.
• Lead client training and enablement with onboarding, training sessions, and best-practice guidance to drive user adoption.

Skills

Client success

Account management

Relationship management

Consulting

Bilingual English/French

Education

Bachelor’s degree in Business/Finance/Economics

Tools

Financial software platforms

APIs

Market data

Data feeds

Job description

Responsibilities

• Build and maintain trusted relationships with enterprise clients and independent advisors, developing a deep understanding of their business objectives, workflows, challenges, and success criteria to drive customer retention and long-term success.
• Develop and execute strategic account plans, proactively monitoring client health and risks, coordinating cross-functional teams, driving value-added activities, and identifying growth opportunities to ensure successful client outcomes and seamless experiences.
• Lead proactive client engagement through regular touchpoints, business reviews, and strategic discussions that drive product adoption, value realization, and long-term retention.
• Demonstrate strong knowledge of products, industry trends, and client workflows to provide consultative guidance, uncover opportunities, and position solutions that support client goals
• Lead client training and enablement efforts by delivering tailored onboarding, training sessions, and best-practice guidance to drive user adoption, and long-term success.
• Identify and influence expansion opportunities through meaningful client discovery, utilization analysis, and collaboration with Sales and Product teams to drive business growth and increased customer value.
• Act as the voice of the customer by identifying client needs, escalating issues when necessary, providing feedback to internal stakeholders, and advocating for solutions that improve client outcomes.

Requirements

• Bachelor’s degree in Business, Finance, Economics, or a related field
• 5+ years of experience in Customer Success, Account Management, Relationship Management, Consulting, or a client-facing role.
• Must be bilingual in English and French.
• Experience supporting financial services clients and technology solutions, including financial software platforms, APIs, market data, and data feeds, is highly desirable.
• Proven ability to build trusted relationships and influence stakeholders at all levels, including senior leaders and decision-makers.
• Ability to manage multiple client relationships, priorities, and initiatives in a fast-paced environment, demonstrating adaptability and resilience in the face of change.
• Excellent communication, presentation, and facilitation skills with the ability to simplify complex concepts.
• Proactive, strategic, and analytical thinker with a collaborative approach to problem-solving.
• Strong technical and consultative skills with the ability to drive client adoption and business value.
• Curiosity and willingness to embrace emerging technologies, including AI, with the ability to quickly learn new tools and apply them to improve client experiences, internal efficiencies, and business outcomes.

If you receive and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week.

A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

100_MstarResCanad Morningstar Research, Inc. (Canada) Legal Entity Morningstar is a global independent investment research and financial data company.

Here, you'll help uncover what’s hidden, simplify what’s complex, and create insights that empower investor success.

Company overview

Morningstar Development Program

Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring compensation, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.