Customer Success Manager II (Bilingual – French/English)

Meltwater; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

Meltwater is seeking a Customer Success Manager II (Bilingual – French/English) to enhance customer satisfaction and product adoption. This role involves collaborating with account managers, conducting user training, and identifying growth opportunities, all within a supportive hybrid work environment.

Benefits

Flexible paid time off

Medical, dental, and vision benefits

Complimentary CalmApp subscription

Professional development opportunities

Qualifications

• Bilingual proficiency in French and English required.
• At least 3 years of experience in customer success or account management.
• Willingness to work in a hybrid environment.

Responsibilities

• Collaborate with Renewal and Account Managers to align with customer needs.
• Conduct onboarding and training for new customers.
• Drive client engagement and product adoption for ongoing value.

Skills

Communication

Interpersonal skills

Relationship-building

Results-oriented

Collaboration

Education

Bachelor's degree or higher

Job description

Customer Success Manager II (Bilingual – French/English)

Join us as a Customer Success Manager II (Bilingual – French/English) at Meltwater.

Role Overview

Begin your career as a Customer Success Manager II at Meltwater, focusing on ensuring customer satisfaction, driving product adoption, mitigating risks, and conducting user training. We offer an environment that promotes personal and professional growth, mentorship, and inclusive leadership.

Key Responsibilities

• Collaborate with Renewal and Account Managers to align with customer needs.
• Support comprehensive adoption of Meltwater solutions to maximize customer value.
• Empower clients with tools to foster advocacy and strengthen billing relationships.
• Understand customers' organizational goals and tailor solutions accordingly.
• Partner with Account Managers to identify upselling and cross-selling opportunities.
• Engage proactively with accounts before renewal dates to support renewals and address at-risk accounts.
• Own customer account retention, satisfaction, and loyalty.
• Drive client engagement and product adoption for ongoing value.
• Conduct onboarding and training for new customers.
• Gather feedback through executive reviews for continuous improvement.
• Identify and communicate expansion opportunities to Account Managers.

Qualifications

• Bachelor's degree or higher preferred.
• Bilingual proficiency in French and English, with excellent communication skills.
• At least 3 years of experience in customer success or account management.
• Strong interpersonal and relationship-building skills.
• Results-oriented with a proactive approach.
• Collaborative team player.
• Willingness to work in a hybrid environment in Toronto (3-4 days/week).
• Legal ability to work in the country of hire.

What We Offer

• Flexible paid time off and work-life balance.
• Medical, dental, and vision benefits.
• Complimentary CalmApp subscription.
• Hybrid work environment.
• Professional development opportunities.

Compensation

• Base salary: $45,000 - $60,000 CAD/year + quarterly commissions.
• Total compensation: $75,000 - $100,000 CAD/year, based on performance.

Location

110 Spadina Ave Suite 600, Toronto, ON