Key Facts

Remote From:

Full time

French, English

Hard Skills

Account Management Employee Onboarding Retention Period Customer Success Management Cross-Functional Collaboration User Feedback LiveChat Issue Management Customer Value Model Customer Success Management Microsoft Dynamics CRM Product Adoption Strategies Bug Tracking And Management Stakeholder Communications

Other Skills

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Training And Development
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Customer Service
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Accountability
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Communication
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Engagement Skills
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Teamwork
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Relationship Building
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Problem Solving

Roles & Responsibilities

Fluent in English and French
Experience onboarding and training clients to ensure successful adoption
Strong client relationship management and communication skills with a proactive customer-success mindset
Proficiency with CRM systems and ability to collaborate cross-functionally with technical, product, and support teams

Requirements:

Serve as the primary point of contact for assigned client accounts, managing relationships in English and French
Lead onboarding and training sessions for new clients to ensure effective adoption of the Parent™ system
Proactively engage with clients to drive success, monitor account health, usage, and engagement to identify opportunities for improvement and growth, and provide chat support for quick inquiries
Coordinate with internal teams (technical, product, and support) to resolve issues, maintain accurate CRM data, and support renewal and retention efforts

Job description

Location: Remote (Canadian Time Zone)
Reports to: Customer Success Manager

Role Overview

We are seeking a Customer Success Manager who will take ownership of client relationships and ensure their long-term success and satisfaction. The ideal candidate will be fluent in English and will play a key role in onboarding, training, and supporting our clients throughout their journey with Parent™. You will act as the main point of contact for assigned accounts, ensuring smooth adoption, proactive engagement, and ongoing value realization.

Key Responsibilities

Serve as the primary point of contact for assigned client accounts, managing relationships in both English and French.
Lead onboarding and training sessions for new clients, ensuring they are fully equipped to use the Parent™ system effectively.
Drive customer success and satisfaction by proactively engaging with clients to ensure their goals are met.
Monitor account health, usage, and engagement to identify opportunities for improvement and growth.
Provide chat support to assist clients with quick inquiries and ensure timely resolutions.
Address client inquiries and coordinate with internal teams (technical, product, and support) to resolve any issues promptly.
Maintain accurate and up-to-date account information in the CRM.
Partner with cross-functional teams to share feedback, resolve client issues, test and open support tickets, and follow up with the development team to ensure timely resolution and an enhanced client experience.
Support renewal and retention efforts by maintaining strong, trust-based relationships with clients.