Remote Senior Customer Success Manager

Summary

Join CapIntel as a bilingual Senior Customer Success Manager to drive end-user adoption, partnership, and expansion with North America's largest banks and wealth management firms. You will deliver trainings, updates, and quarterly business reviews in both English and French, demonstrate empathy and curiosity for customers, and work cross-functionally to share customer insights.

Requirements

• Bilingual: Professional working proficiency of French and English - inclusive of speaking, reading, writing and comprehension
• Relationship management : Experience in customer success management or account management, ideally working in Financial Services or Software as a Service (SaaS)
• Strategic thinking: Understand complex business scenarios and align with cross functional teams to propose solutions
• Goal-oriented mindset : demonstrated ability to coach customers towards higher adoption and maintain mutual account plans
• Account management : experience with value-based relationships, data analysis, account planning, multi-threading, presenting and selling to across C-suite level decision makers, managing internal stakeholders to deliver on client needs and timelines
• Teamwork and collaboration : ability to work in a pod structure— collaborating with sales partners on expansions and renewals

Responsibilities

• Partner with North America's largest banks and wealth management firms to drive end-user adoption, partnership and expansion
• Deliver trainings, updates, and quarterly business reviews to your customers in both English and French
• Demonstrate empathy and curiosity for customers to understand their needs and wants
• Work cross functionally to share customer insights and ensure the voice of the customer is heard
• Support the Head of Customer Experience in the development and improvement of team processes

Benefits

• Remote first work: We’re a Canadian based, remote-first environment, with in-office collaboration zones and individual workspaces in Gatineau, QC or Halifax, NS and hubs of virtual employees in Southwestern Ontario
• Pay: We’re proud to offer a fair, competitive, and equitable process to determine pay that is based on your skills, knowledge, experience and internal equity
• Benefits: Our comprehensive benefit package is available from your first day and we offer generous flex credits to allow you to top up your coverage in whatever way is meaningful to you!
• Time away from work: We love working at CapIntel, but we also love our lives outside of work. We offer competitive vacation days, life-care days, and company holidays and build in some flexibility too!
• Professional growth: We thrive on building our career journeys by learning, mentoring and experiencing through our jobs, our colleagues and our leadership team