Customer Success Manager (Bilingual English-Quebec French)

Who We Are Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment. Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub. Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs. If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on. Overview Electric is hiring a bilingual English and Quebec French speaking Customer Success Manager to support our expansion into Canada. In this role, you'll participate across the customer journey — conducting product demonstrations to help qualify and close new business, then owning the customer relationship from signature forward. Post-sales, you'll manage a dedicated book of business with accountability for adoption, retention, and growth. Your focus is on understanding what customers are trying to achieve and ensuring Electric helps them get there through strong onboarding, proactive engagement, and a consistently excellent experience. What You'll Do - 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 Who You Are - 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 Read about working at Electric here https://www.electric.ai/about-electric/careers and meet our leadership team! https://www.electric.ai/about-electric We offer a range of benefits that include: - Flexible and generous PTO - Mental Wellness Days - Volunteer Days - Medical, Vision, Dental, and Orthadontia Coverage - 401k - ESOP (Employee Stock Option Program) - Kindbody