Bilingual Customer Success Manager

What you'll do

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
• Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions
• Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
• Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities
• Support customers in achieving their goals through structured success journeys and best practice guidance
• Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage
• Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage
• Contribute to the development and optimization of scaled CS programs, content, and automation workflows
• Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience

What you'll bring

• 1-3 years of experience in Customer Success, Account Management, or related SaaS roles
• Bilingual in English and French and/or Spanish
• Experience managing high-volume account portfolios or working in a scaled/tech-touch model
• Strong communication skills, with the ability to engage customers effectively in one-to-many formats
• A data-driven mindset—comfortable interpreting usage data and customer signals to inform actions
• Highly organized with the ability to manage competing priorities at scale
• Proactive, solutions-oriented, and comfortable working in a fast-paced, evolving environment
• Experience working with CRM/CS platforms (e.g., Planhat, Salesforce)

Nice to have

• Experience in digital customer engagement programs
• Familiarity with customer lifecycle automation, segmentation, and playbook design
• Knowledge of social listening, media intelligence, or marketing analytics platforms
• Experience creating or delivering customer-facing content (webinars, guides, onboarding materials)
• Basic understanding of data analytics or reporting tools