Client Success Manager

360.Agency Inc.; Montreal (administrative region); On-site; CAD 55,000 - 85,000; Full time

Job summary

360.Agency is seeking a Customer Success Specialist to manage a portfolio of dealership clients, monitor health, and drive satisfaction.

You will collaborate with Sales and Support to resolve high-value cases and identify opportunities to improve retention and adoption.

Fluency in French and English, strong communication, and an analytical, proactive mindset are essential to succeed in this fast-growing firm.

Qualifications

• Experience in customer success / client retention / customer relationship roles, preferably in tech or SaaS.
• Fully bilingual in French and English.
• Strong interpersonal communication, diplomacy and customer mindset.
• Analytical, curious and strategic thinker with root-cause analysis.
• Autonomous, organized, proactive and structured.
• Ability to manage multiple priorities while delivering high-quality follow-through.

Responsibilities

• Manage an assigned portfolio of dealership clients and monitor customer health, engagement indicators and satisfaction signals.
• Intervene when dissatisfaction, adoption issues or risk indicators appear.
• Collaborate closely with Sales and Support teams to prioritize, orient and drive resolution on cases requiring elevated attention.
• Contribute to churn reduction by proactively improving overall customer experience and long-term client retention.
• Identify improvement opportunities, participate in process documentation and help deploy optimization initiatives.
• Prepare and maintain follow-up reports and dashboards linked to satisfaction, usage, engagement and retention KPIs.
• Medium-term: identify upsell and add-on opportunities aligned with client needs.

Skills

Customer success experience

Client retention

Customer relationship management

Bilingual French/English

Interpersonal communication

Analytical thinking

Autonomy

Multitasking

Job description

Looking to grow your career where your customer care, relationship building and service mindset make a real impact in a fast-growing innovative company?

Join the 360.Agency team! We’re experts in creating web and marketing solutions for Canadian automotive dealers.

360.Agency is looking for a Customer Success Specialist.

In this role, you will manage an assigned portfolio of dealership clients to monitor their satisfaction, identify potential risk signals and actively contribute to retention. You will work closely with the Customer Success Manager, as well as the Sales and Support teams, to prioritize high-value actions, coordinate strategic follow-ups and intervene when important issues arise. Your service mindset, organization, analytical thinking and proactive approach will be key to creating a positive, sustainable and results-driven customer experience.

• Manage an assigned portfolio of dealership clients and monitor customer health, engagement indicators and satisfaction signals.
• Intervene when dissatisfaction, adoption issues or risk indicators appear.
• Collaborate closely with Sales and Support teams to prioritize, orient and drive resolution on cases requiring elevated attention.
• Contribute to churn reduction by proactively improving overall customer experience and long-term client retention.
• Identify improvement opportunities, participate in process documentation and help deploy optimization initiatives.
• Prepare and maintain follow-up reports and dashboards linked to satisfaction, usage, engagement and retention KPIs.
• Medium-term: identify upsell and add-on opportunities aligned with client needs.
• Experience in customer success / client retention / customer relationship role — ideally in a tech or SaaS environment.
• Fully bilingual (French / English).
• Strong interpersonal communication skills, diplomacy and customer mindset.
• Analytical, curious, strategic thinking with ability to dig deeper into root causes.
• Autonomous, organized, proactive and structured.
• Ability to manage multiple priorities while delivering high-quality follow-through.