[Remote] Customer Success Manager (Bilingual English-Quebec French)

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.ResponsibilitiesConduct product demonstrations for prospective French-speaking clients, showcasing how our platform automates the employee lifecycle and mitigates operational riskProvide consultative guidance on product integrations (HCM/HRIS) and IT security best practices, leveraging Electric's established frameworks and playbooksOwn a portfolio of accounts as the primary point of contact, building trusted relationships and deeply understanding each customer's business objectivesManage the full post-sales lifecycle — from onboarding through renewal — identifying expansion and upsell opportunities along the wayDevelop and execute success plans, conducting regular check-ins to track adoption, health, and ROIParticipate in business reviews, using data to demonstrate value and align on customer goalsMonitor customer health metrics and take proactive steps to mitigate churn riskPartner with Sales, Product, Service Delivery, and Support to ensure customer needs are met and feedback is surfaced internallySupport incident and problem management for customer issues, driving them through to resolutionContribute to team initiatives by sharing learnings and identifying process improvementsSkillsFluent in both English and French-Canadian2–4 years of experience in a customer-facing Customer Success, Account Management, or related role; B2B SaaS or MSP experience preferredComfortable owning and delivering product demonstrations, with an ability to connect platform capabilities to customer needsCollaborative and adaptable, comfortable working in a fast-growing environmentStrong communicator with the ability to build rapport across a range of stakeholdersOrganized and proactive, with the ability to manage multiple accounts and priorities simultaneouslyMotivated self-starter who takes ownership and follows throughExceptional written and verbal communication skillsFamiliarity with IT terminology or security technology is a plusBenefitsOffers EquityOffers BonusFlexible and generous PTOMental Wellness DaysVolunteer DaysMedical, Vision, Dental, and Orthadontia Coverage401kESOP (Employee Stock Option Program)Kindbody Membership for Family PlanningPre-taxed Commuter BenefitsGenerous Parental LeavePaid medical, family, and military leaveShort and Long Term DisabilityEmployee Assistance ProgramsLife Insurance funded by ElectricTraining and career growthAwesome team building events!Company OverviewElectric 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.