What you'll be doing
Owning a portfolio of strategic EMEA accounts, accountable for retention, expansion, and account health. Building and executing account plans for top accounts, tied to each customer's actual business goals. Running QBRs in both English and French to reinforce value and deepen the relationship. Monitoring account health through usage data and qualitative signals, and getting ahead of risk before it turns into churn. Owning renewal conversations end to end, including negotiation, in close partnership with Sales. Identifying and driving expansion opportunities alongside Sales. Generating referenceable customer wins: case studies, testimonials, referrals. Representing the voice of the customer internally to shape product and CS decisions. Using AI tools daily to work efficiently, from QBR prep to account research to usage summaries.
What you should bring
5+ years in customer success, account management, or strategic consulting, ideally in SaaS or a technical hiring platform. Bilingual English/French at a business and executive level. You'll be running QBRs and negotiating renewals in French. Proven experience managing executive relationships with a consultative, solution-oriented approach. Strong commercial acumen across renewals, upsells, expansion strategy, and contract negotiation. Comfort analyzing usage and business data to turn it into action, not just reporting. Daily, hands-on use of AI tools in your current workflow. You should be able to speak to specific ways you use them, not just that you do.
Canada
United States