Customer Success Manager supporting public - sector organizations using SymPro treasury management software. Managing relationships, renewals, migrations, and expansion across US and Canadian customers.
ST
Client Success Manager, Bilingual – English/French
Posted 2 months ago
About the role
- Client Success Manager helping Canadian universities, businesses, and public-sector organizations use Strider’s AI-powered strategic intelligence platform. Driving adoption, renewals, and expansion through executive partnerships and strategic guidance.
Responsibilities
- Own the complete customer lifecycle for Strider’s Canadian client portfolio, including onboarding, implementation, user enablement, executive business reviews, renewals, and ongoing success planning
- Serve as the primary strategic advisor for clients across higher education, commercial, and public sector organizations
- Build executive relationships and develop success plans aligned with client priorities
- Monitor account health and identify opportunities to improve adoption, engagement, and long-term outcomes
- Deliver training and best practices to maximize platform value
- Help clients apply Strider’s intelligence and platform capabilities to research security, geopolitical risk, third-party due diligence, supply chain resilience, and other strategic priorities
- Provide recommendations that strengthen clients’ security and decision-making capabilities
- Partner with Product, Intelligence, and Engineering teams to communicate client feedback and influence product enhancements
- Advocate for client needs across the organization
- Identify opportunities to expand Strider’s footprint within existing Canadian accounts
- Partner with Sales on renewals, account planning, and expansion opportunities
- Support executive engagements, client events, and reference opportunities
- Contribute to account strategies that improve retention and long-term growth
- Maintain accurate account documentation, success plans, and customer health metrics
- Coordinate cross-functionally to resolve client questions and deliver a seamless customer experience
- Handle sensitive client information with professionalism, discretion, and integrity
- Anticipate client needs, respond with urgency, and deliver an exceptional client experience
Requirements
- 7+ years of experience in Customer Success, Consulting, Account Management, or another client-facing role with a demonstrated track record of driving customer outcomes and retention
- Fluency in both English and French, with exceptional written and verbal communication skills in both languages
- Experience managing enterprise or strategic customer relationships, preferably within higher education, commercial, or public sector organizations
- Ability to build trusted relationships with executive leaders and diverse stakeholder groups
- Strong organizational and project management skills with the ability to manage multiple client engagements simultaneously
- Demonstrated ability to quickly learn new technologies and translate complex concepts into practical guidance for clients
- Experience working with SaaS platforms or technology-enabled solutions
- Willingness to travel up to 25% throughout Canada and occasionally within North America
- Familiarity with research security, geopolitical risk, due diligence, compliance, or enterprise risk management programs
- Experience supporting customer renewals, account growth, and expansion initiatives
- Previous experience collaborating with sales teams on strategic account planning
- Additional language proficiency in Mandarin, Russian, or Farsi is preferred
- Legally authorized to work in Canada
Benefits
- Professional growth opportunities
- Opportunity to make a meaningful impact on organizations shaping the future of innovation
- Collaboration with experts across intelligence, technology, and client success
- Mission-driven work at the forefront of strategic intelligence and AI
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