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.
Requirements
Bachelor’s degree or equivalent experience in Account Management, Customer Success, or a related field.
2–4 years of experience in account management or client relationship roles, preferably in SaaS or technology-based companies.
Proven experience with ticketing systems and live chat support.
Fluent in English (spoken and written).
Strong communication, organization, and problem-solving skills.
Proactive, customer-focused mindset with the ability to manage multiple priorities.
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