Bilingual Enterprise Customer Success Manager

AlayaCare; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A reputable SaaS company is seeking an Enterprise Customer Success Manager to oversee strategic plans for large clients. This role requires managing customer journeys to ensure return on investment with a focus on retention and adoption. Candidates should have extensive customer-facing experience, be bilingual in French and English, and have at least 3 years in SaaS. The position offers a hybrid work model with a culture of transparency and growth.

Benefits

Equity in a well-funded, scaling company

Comprehensive health benefits

Parental leave top-up

Flexible vacation policy

Wellness Fridays

Qualifications

• 5+ years in a customer-facing role in enterprise-level customer success or account manager role in B2B.
• Fluent in French and English with strong communication skills.
• 3+ years of SaaS experience or with post-acute software solutions.
• Proven experience in managing executive relationships.
• Ability to develop market-specific strategies.

Responsibilities

• Manage strategic plans for Large and Enterprise customers.
• Drive client journey to ensure ROI.
• Enhance retention and adoption for valued customers.
• Provide Quarterly Business Reviews and optimization recommendations.

Skills

Customer-facing experience

Bilingual in French and English

SaaS experience

Relationship management

Ability to innovate

Excellent written and oral communication

Market-specific strategy development

Team collaboration

Integrity and accountability

Job description

About AlayaCare

At AlayaCare, we’re more than just a fast-growing SaaS company, we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.

With 550+ employees across Canada, the US, Australia, and Brazil, we’re united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career.

About the Role

Reporting to the Senior Director, Customer Experience, the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for Large and Enterprise customers. They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software. The Enterprise Customer Success Manager is a subject matter expert on the market they operate in. Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare’s most valued customers.

As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.

What Youor You Bring to the Team

What Youor You Bring to the Team

• 5+ years in a customer-facing role in an enterprise-level customer success or account manager role in a B2B environment.
• Fluent in both French and English, with strong verbal and written communication skills in both languages.
• 3+ years of SaaS experience or experience working with post-acute software solutions.
• Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations.
• Ability to anticipate needs, innovate, and flourish in a fast-paced environment.
• Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data.
• Ability to develop market-specific strategies and plans based on industry best practices to improve growth efficiency and net dollar retention.
• Collaborative team player with exceptional relationship and interpersonal skills.
• Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.

What You Bring to the Team

• 5+ years in a customer-facing role in an enterprise-level customer success or account manager role in B2B environment.
• Fluent in both French and English, with strong verbal and written communication skills in both languages.
• 3+ years of SaaS experience or experience working with post-acute software solutions.
• Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations.
• Ability to anticipate needs, innovate, and flourish in a fast-paced environment.
• Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data.
• Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention.
• Collaborative team player with exceptional relationship and interpersonal skills.
• Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.

Why Join AlayaCare?

Work With Purpose

At AlayaCare, you’ll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected, accessible, and human.

Grow in a High-Trust Culture

We believe in transparency, feedback, and assuming positive intent. Here, you’ll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy.

Balance That Works for You

We value flexibility and well-being. From “Wellness Fridays” to volunteer time off, to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life.

Benefits That Matter

• Equity in a well-funded, scaling company.
• Comprehensive health benefits, telemedicine, and lifestyle spending accounts.
• Parental leave top-up and family support programs.

Inclusive by Design

We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams.

Location and Work Model

This role is based in the Greater Toronto or Montreal Area. Our hybrid model includes set in-office collaboration days twice per week, and it is expected that team members are present in the office on those days to foster connection, innovation, and teamwork.

Ready to Join Us?

Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit.

AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review.

We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to [e-mail].