Bilingual Customer Success Manager

Dilypse is a leading Canadian company specializing in local SEO and reputation management for small and medium-sized enterprises (SMEs). Our platform supports not only North American SMEs but also digital agencies through our white-label offerings. We prioritize innovation, simplicity, and performance to enhance our users' experience. We aim to become a global leader in local SEO while nurturing a vibrant corporate culture focused on values of fairness, performance, and quality. Our distinctiveness lies in our ability to incorporate artificial intelligence into our strategic planning, development, and operational tools. **Role Overview**: The Bilingual Customer Success Manager plays a critical role in ensuring customer satisfaction and success, serving as the primary point of contact for both English and French speaking clients. This role requires a proactive approach in onboarding, supporting, and expanding customer relationships to drive product adoption and achieve desired outcomes. **Key Responsibilities**: - **Guide Onboarding** : Lead customers through the onboarding journey, from the initial kickoff meeting to setting up the technical platform, integrating EHR, and customizing the platform. Conduct training sessions and regular check-ins to ensure a smooth transition and experience. - **Deliver Exceptional Support** : Respond quickly to customer inquiries and investigate their issues thoroughly to ensure they feel understood and valued. - **Drive Customer Success and Growth** : Take charge of ensuring customers adopt the product successfully and expand their usage to achieve their goals and derive value. - **Promote Upselling and Referrals** : Work closely with customers to identify growth opportunities, whether through upselling services or gaining customer referrals. - **Maintain CRM Accuracy** : Ensure all customer interactions and their progress are accurately recorded and kept up-to-date within the CRM system. - **Conduct Educational Webinars** : Organize and lead webinars to educate customers on maximizing platform use and staying updated with new features. - **Perform Data Analysis** : Review customer feedback surveys (such as CSAT, CES, NPS) and product usage data to create strategies that enhance customer satisfaction and success. - **Champion the Customer’s Voice** : Collect and communicate customer feedback to internal teams, ensuring the customer's voice is a key consideration in decision-making. - **Enhance Internal Processes** : Work with the team to develop and improve internal processes, thereby shaping and refining customer success strategies. **Qualifications**: - Demonstrates strong attention to detail along with exceptional organizational and project management skills, capable of balancing competing priorities and meeting multiple deadlines. - Possesses previous experience as a Customer Success Manager or in a similar role, ideally within a SaaS or technology start-up environment. - Has a proven track record of managing customer onboarding, success, and support in both English and French. - Exhibits phenomenal interpersonal skills, being a great communicator who is empathetic and able to articulate technical content in an easily understandable way to users. - Is passionate about customer satisfaction and retention with a strong drive to achieve zero churn. - Shows curiosity, thoughtfulness, and a solution-oriented approach, always driven to understand what is important to the customer, and demonstrates skilled problem-solving capabilities. - Has a "get sh*t done" attitude, ready to roll up their sleeves to build the foundation while also contributing strategic insights and frameworks. - Is a self-starter who owns their tasks, works independently, and thrives in a collaborative, fast-paced environment. - Boasts exceptional written and verbal communication skills in both English and French. **Job Types**: Full-time, Permanent Pay: $50,000.00-$70,000.00 per year Additional pay: - Commission pay **Benefits**: - Dental care - Vision care Schedule: - Monday to Friday Work Location: In person