Senior Customer Success Manager

About The Job

If you're equally energized by winning the deal and ensuring it thrives long after signature, this role offers a rare chance to participate across the entire customer journey.

We are hiring a bilingual English and Quebec French speaking Senior Customer Success Manager to support our expansion into Canada. In this role you'll conduct product demonstrations to help qualify and close new business, then own the customer relationship from signature forward — driving adoption, growth, and lasting success.

Post-sales, you'll manage a dedicated book of business with full accountability for revenue, retention, expansion, and NPS. Beyond the commercial metrics, your focus is on genuinely understanding what your customers are trying to achieve and ensuring that we are helping them get there through proactive engagement, strong implementation and adoption, and a consistently excellent experience.

This is a senior role. We're looking for someone with a proven track record of building deep customer relationships, managing a book of business independently, and delivering results in a customer success or account management capacity.

Job Details

• Employment Type: Full-Time Independent Contractor
• Department: Customer Service/Support
• Job Level: Manager
• Experience: 5 Years
• Business Model: Direct Sales, SaaS (Software as a Service), Subscription

Required Skills

• General Skills: Customer Relationship Management (CRM), Quality Assurance in Customer Service, Client-Facing , Strong Client Relationships , Customer Segmentation
• Soft Skills: Patience, Flexibility, Positive Attitude, Team Collaboration, Persuasion, Relationship Building, Negotiation Skills, Multitasking, Active Listening, Presentation Skills, Teamwork, Problem Solving, Attention to Detail, Collaboration, Continuous Learning, Motivation, Communication, Interpersonal Skills, Emotional Intelligence, Planning, Strategic Thinking, Team Management, Decision Making, Sales Skills

Responsibilities

• Conduct demonstrations for prospective French-speaking clients that move beyond features to showcase 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 our established frameworks and playbooks.
• Own a portfolio of accounts as the primary point of contact and trusted advisor, deeply understanding each customer's business objectives and challenges.
• Manage the full post-sales lifecycle — from onboarding through renewal — proactively identifying expansion and upsell opportunities.
• Develop and execute tailored success plans, conducting regular check-ins to track adoption, health, and ROI.
• Host tiered business reviews, using data to demonstrate value and align on forward-looking 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 shapes the roadmap.
• Lead incident and problem management for critical issues, driving root-cause analysis and corrective action to resolution.
• Contribute to departmental initiatives by identifying process improvements and sharing learnings with leadership.

Requirements

• Fluent in both English and French-Canadian
• 5+ years of relevant work experience in customer-facing Customer Success, Account Management, or strategic consulting roles. B2B SaaS or MSP experience preferred
• Collaborative, with a proven track record of excelling in fast-growing environments and taking initiative to the next level
• Strong leadership, priority management, and emotional intelligence
• Demonstrated at building trust and communicating effectively with a broad range of stakeholders: C-Suite, senior executives, business owners
• Motivated self-starter, with proven abilities to take ownership of difficult projects and see them through to successful completion
• Exceptional written and verbal communication skills
• Familiarity and comfort with IT terminology and security technology is a major plus

Working Hours

• Monday: 09:00 - 18:00
• Tuesday: 09:00 - 18:00
• Wednesday: 09:00 - 18:00
• Thursday: 09:00 - 18:00
• Friday: 09:00 - 18:00

Additional Requirements

• Tech Requirements: Windows or Mac
• Language: English

About The Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.