Note: The job is a remote job and is open to candidates in USA. Electric is a company that empowers small and medium-sized businesses with IT and security solutions. They are seeking a bilingual Customer Success Manager to support their expansion into Canada, focusing on managing customer relationships, conducting product demonstrations, and ensuring customer satisfaction and growth.
Responsibilities
- Conduct product demonstrations for prospective French-speaking clients, showcasing how our platform automates the employee lifecycle and mitigates operational risk
- Provide consultative guidance on product integrations (HCM/HRIS) and IT security best practices, leveraging Electric's established frameworks and playbooks
- Own a portfolio of accounts as the primary point of contact, building trusted relationships and deeply understanding each customer's business objectives
- Manage the full post-sales lifecycle — from onboarding through renewal — identifying expansion and upsell opportunities along the way
- Develop and execute success plans, conducting regular check-ins to track adoption, health, and ROI
- Participate in business reviews, using data to demonstrate value and align on customer goals
- Monitor customer health metrics and take proactive steps to mitigate churn risk
- Partner with Sales, Product, Service Delivery, and Support to ensure customer needs are met and feedback is surfaced internally
- Support incident and problem management for customer issues, driving them through to resolution
- Contribute to team initiatives by sharing learnings and identifying process improvements
Skills
- Fluent in both English and French-Canadian
- 2–4 years of experience in a customer-facing Customer Success, Account Management, or related role; B2B SaaS or MSP experience preferred
- Comfortable owning and delivering product demonstrations, with an ability to connect platform capabilities to customer needs
- Collaborative and adaptable, comfortable working in a fast-growing environment
- Strong communicator with the ability to build rapport across a range of stakeholders
- Organized and proactive, with the ability to manage multiple accounts and priorities simultaneously
- Motivated self-starter who takes ownership and follows through
- Exceptional written and verbal communication skills
- Familiarity with IT terminology or security technology is a plus
Benefits
- Offers Equity
- Offers Bonus
- Flexible and generous PTO
- Mental Wellness Days
- Volunteer Days
- Medical, Vision, Dental, and Orthadontia Coverage
- 401k
- ESOP (Employee Stock Option Program)
- Kindbody Membership for Family Planning
- Pre-taxed Commuter Benefits
- Generous Parental Leave
- Paid medical, family, and military leave
- Short and Long Term Disability
- Employee Assistance Programs
- Life Insurance funded by Electric
- Training and career growth
- Awesome team building events!
Company Overview
Electric manages IT and real-time IT support for the team through a centralized SaaS app. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.electric.ai.