Bilingual Customer Success Manager

The role

Responsibilities

• Build client relationships and understand business objectives, workflows, challenges, and success criteria.
• Create strategic account plans, monitor client health, coordinate cross-functional teams, and identify growth opportunities.
• Lead client touchpoints and business reviews to support adoption, value realization, and retention.
• Provide consultative product guidance and deliver tailored onboarding, training, and best-practice enablement.
• Analyze utilization and client needs to identify expansion opportunities with Sales and Product.
• Advocate for clients, escalate issues, and share feedback with internal stakeholders.

Requirements

• Bachelor's degree in Business, Finance, Economics, or a related field.
• At least 5 years in Customer Success, Account Management, Relationship Management, Consulting, or another client-facing role.
• Fluent in English and French.
• Financial services and technology solutions experience, including platforms, APIs, market data, and data feeds, is highly desirable.
• Strong relationship-building, stakeholder influence, communication, presentation, facilitation, analytical, and consultative skills.
• Able to manage multiple client relationships and priorities and learn emerging technologies, including AI.

Location and work arrangement

• Based in Toronto, Ontario, with occasional client travel and travel to support strategic initiatives.
• Hybrid work arrangement; in most locations, the model involves four days in the office each week.

Compliance note

• If hired, employees must disclose personal and related investments to Compliance for review under the Code of Ethics; certain accounts may need to be held with an approved broker.