Proactive outreach
Proactively contact clients to build trust, strengthen relationships, and ensure they have the training and tools needed to succeed
Support clients to resolve any issues and perform necessary troubleshooting
Ensure appropriate solutions are implemented and functioning
Respond to all incoming emails within 24 hours
Proactive retention of at-risk clients
Analyze customer feedback, usage data, and behavior
Collaborate with internal teams to resolve customer issues
Track and analyze customer retention metrics and trends

Proven experience in customer relationship management, account management, retention, customer service, or a similar role (at least one year)
Excellent communication, listening, and interpersonal skills
Technical expertise with SaaS tools, networks, and payment card network infrastructure
Demonstrated problem-solving abilities and emotional intelligence
Ability to analyze data and draw insights to optimize customer engagement
Attention to detail, strong organizational skills, and rigor in follow-up
Ability to quickly learn new technologies
Autonomy and proactivity
Excellent written and verbal communication skills
At least one year of relevant experience
Bachelor's degree or equivalent (education and experience)
Bilingual fluency in English and French (written and verbal)

Customer Success Manager, Customer Success Coordinator

Key skills