Senior Customer Success Manager (Bilingual)

Since we launched in 2019, CapIntel has been on a mission to elevate finance to build wealth for all; this means helping advisors better support their clients, so they feel at ease knowing their future is secure.

CapIntel's cutting-edge sales enablement platform empowers enterprises to seamlessly bridge efficiency and communication gaps.

Our platform revolutionizes how advisors and wholesalers analyze, present, and sell investments to retail investors, ensuring a transformative experience in the wealth industry.

With a remarkable 750% growth in 2021 and a successful $14M Series A funding, CapIntel is expanding at an unprecedented pace.

Our relentless commitment to innovation drives us to build a dynamic team, strengthening our ability to make a significant impact on the wealth industry landscape in 2024 and beyond.

About the role

As a bilingual Senior Customer Success Manager (CSM), you'll work together with leaders at North America's largest banks and wealth management firms to drive end-user adoption, partnership, and expansion in both English and French.

You value multi-threading, strong communication, and are extremely organized. Over your time at CapIntel, you will become an expert in both our product and your customers' businesses, driving them towards a best-in-class adoption and maximum contract value.

Note : There is an expectation of regular in-person engagements with clients, ranging from once a month to two times per quarter, depending on geography.

What you'll do

• Partner with North America's largest banks and wealth management firms to drive end-user adoption, partnership and expansion
• Deliver trainings, updates, and quarterly business reviews to your customers in both English and French
• Demonstrate empathy and curiosity for customers to understand their needs and wants
• Work cross functionally to share customer insights and ensure the voice of the customer is heard
• Support the Head of Customer Experience in the development and improvement of team processes

Qualifications

• Bilingual : Professional working proficiency of French and English - inclusive of speaking, reading, writing and comprehension
• Relationship management : Experience in customer success management or account management, ideally working in Financial Services or Software as a Service (SaaS)
• Strategic thinking : Understand complex business scenarios and align with cross functional teams to propose solutions
• Goal-oriented mindset : demonstrated ability to coach customers towards higher adoption and maintain mutual account plans
• Account management : experience with value-based relationships, data analysis, account planning, multi-threading, presenting and selling to across C-suite level decision makers, managing internal stakeholders to deliver on client needs and timelines
• Teamwork and collaboration : ability to work in a pod structure- collaborating with sales partners on expansions and renewals

Bonus experience

• Experience using Salesforce or customer success software
• PMP or equivalent designation

We know that what matters most is a positive attitude, a hunger to learn, and the drive to create quality work and get results.

While we value experience and specific kinds of knowledge, we also know that sometimes it's a roundabout career journey.

And if you're not sure you meet the experience requirements for this position, but you know in your gut that you've got what it takes to bring this role to the next level, we'd like to hear from you!

We are committed to providing an inclusive and accessible recruitment experience, so please let us know if you require any accommodations to support your application process by emailing redacted .

What we can offer you

Remote first work : We're a Canadian based, remote-first environment, with in-office collaboration zones and individual workspaces in Gatineau, QC or Halifax, NS and hubs of virtual employees in Southwestern Ontario.

Successful candidates will be expected to adopt Eastern time core hours as part of their regular schedule, regardless of physical location.

Pay : We're proud to offer a fair, competitive, and equitable process to determine pay that is based on your skills, knowledge, experience and internal equity.

We will present our best offer so you don't have to worry about playing the negotiation game.

Benefits : Our comprehensive benefit package is available from your first day and we offer generous flex credits to allow you to top up your coverage in whatever way is meaningful to you! You'll be able to allocate your flex credits to any combination of our Group RSP, Healthcare Spending Account and / or Lifestyle Spending Account.

Time away from work : We love working at CapIntel, but we also love our lives outside of work. We offer competitive vacation days, life-care days, and company holidays and build in some flexibility too! Our vacation benefits increase along with your time at CapIntel, to thank and reward your continued commitment.

Professional growth : We thrive on building our career journeys by learning, mentoring and experiencing through our jobs, our colleagues and our leadership team.

Not only do we encourage it, but we also enforce a culture that ensures we thrive, grow and evolve. All new hires will receive an onboarding success plan to help you progress during your first 90 days at CapIntel.

Belonging : We respect, appreciate and celebrate our individuality. And we know that our diverse perspectives further each other and our business along the path towards greatness.

We find ways to socialize, build a sense of community (even if it is across the country!) and challenge each other to share creativity in our "safe-to-fail" environment.

We're committed to making sure you know you're appreciated for exactly who you are

To learn how we protect your personal data, read our Applicant Privacy Notice.

Equity, diversity and accessibility

CapIntel believes that all dimensions of diversity are a strength, and that we have a role to play in actively reducing and eliminating systemic barriers to employment equity.

We believe in equal employment opportunities regardless of race, ethnicity, language, genetic information, creed, religion, sex, sexual orientation, gender identity, family and marital status, neurodivergence, national origin, and age.

We cultivate an inclusive workplace where people excel based on personal merit, qualification, experience, ability, and job performance.