Bilingual Customer Success Manager
Core
Manage a high-volume portfolio of Enterprise and Commercial customers using a tech-touch first engagement model to drive product adoption, engagement, and retention.
Role type
Bilingual Customer Success Manager (Tech-Touch)
Builds
Customer success journeys, digital engagement programs, and scalable CS workflows for media intelligence and communication clients.
Domain
SaaS / Media Intelligence / Corporate Communications
Deliverable
product features
Required skills
Customer success management, high-volume account portfolio management, tech-touch engagement model execution, data-driven risk identification, cross-functional partnership, CRM/CS platform proficiency, bilingual communication (English/French or English/Spanish)
Preferred skills
Digital customer engagement program design, customer lifecycle automation, playbook design, content creation for webinars and guides, data analytics reporting
Technologies
Planhat, Salesforce, automation tools, webinars, email campaigns, in-app messaging
Responsibilities
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, and group sessions; Monitor and act on customer health signals to proactively mitigate risk and drive adoption; Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities; 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 including engagement, risks, and lifecycle stage.