Customer Success Manager (Bilingual – English & Spanish)

TL;DR

Customer Success Manager (Bilingual – English & Spanish) (SaaS): Manage a diverse book of North American and LATAM customers, driving value realization, retention, and growth with an accent on strategic account prioritization and scalable 1:many engagements. Focus on delivering product training, conducting business impact reviews, mitigating churn risks, and identifying upsell opportunities.

Location: Toronto

Company

World's leading AI-powered maintenance and asset management platform serving 13,000+ customers including Duracell, Shell, and Cintas.

What you will do

• Manage a segmented book of English-speaking and Spanish-speaking LATAM accounts with strategic success plans aligned to customer objectives.
• Deliver end-user training and enablement via 1:1 sessions, webinars, and workshops in both English and Spanish.
• Build relationships with stakeholders, lead Business Impact Reviews, and partner with Sales for expansion opportunities.
• Monitor account health using data indicators, identify churn risks, and coordinate cross-functional resolutions.
• Communicate product value through impact reporting and funnel customer feedback to product teams.

Requirements

• Fluent in English and Spanish for communicating, training, and consulting with stakeholders.
• 2+ years in Customer Success at B2B SaaS company with proven retention and growth metrics.
• Experience leading product demos, training sessions, and relationship building.
• Analytical skills for data-driven insights, risk detection, and customer experience optimization.
• Thrives in fast-paced environments juggling priorities.

Culture & Benefits

• Competitive salary and equity opportunities.
• Healthcare, dental, vision coverage, and 401(k)/RRSP enrollment.
• Take-what-you-need PTO.
• Global team reflecting Smart Humble Optimist values and meritocracy.