Customer Success Consultant – Cybersecurity

KPMG • Montreal, QC

9h • Onsite

About The Position

This role supports client retention and growth through disciplined follow-up, coordination, and commercial support. The Customer Success Consultant is the primary client-facing coordinator for a portfolio of cybersecurity managed services and advisory clients in Canada particularly in the QC + Ontario & Atlantic Region. You will ensure clients receive timely follow-up, clear status updates, and a consistent experience, while partnering with technical delivery (SOC+Engineering) teams to drive outcomes. The role includes light commercial objectives (renewal readiness, identifying expansion opportunities, and supporting proposals), but is primarily focused on client health, coordination, and execution discipline.

Requirements

• Fully bilingual (spoken and written) in English and French (100% bilingual requirement).
• Montreal-based with ability to attend client meetings locally as needed.
• 2+ years’ experience in customer success, account coordination, client services, or consulting support, ideally in technology environments.
• Demonstrated ability to manage multiple stakeholders and drive follow-up to closure with strong attention to detail.
• Strong written communication skills, able to produce professional, client-ready emails, summaries, and proposal content.
• This position requires written and oral fluency in English because it involves interpretation and application of English standards, guidance, laws and regulations, servicing of English-speaking clients located across Canada and collaboration with English Speaking colleagues located outside of Quebec.

Nice To Haves

• Background or exposure to Information Technology and/or Cybersecurity (preferred).
• Experience supporting managed services or technical delivery teams (SOC, MDR, incident response, offensive security, etc.). (preferred).
• Familiarity with ticketing/work management tools (e.g., ServiceNow-style workflows) and structured tracking for requests and action items.
• Experience supporting proposals and participating in RFP coordination.
• Loves standard operation processes!
• Social, organized, team player, self starter,hands-on

Responsibilities

• Own client requests end-to-end (onboarding → kickoff → ongoing management + relationship building+ growth - if issues- ticketing internal coordination- resolution → client closure offboarding)
• Act as the main point of contact for client requests once logged, ensuring nothing is missed and updates are communicated clearly back to the client.
• Ensure requests coming through various channels are captured in a single trackable workflow (portal submissions, email, calls, etc.), and driven to completion.
• Triage and route requests to the appropriate internal teams; create/assign tasks and follow up until closure.
• Maintain a professional, consultative presence in client interactions (written and verbal), including executive-ready status updates.
• Proactively manage follow-ups, action lists, and next steps; confirm deadlines and owners after calls.
• Support client onboarding and changes in client environments by ensuring the right stakeholders are engaged and informed (to prevent gaps in coverage and handoffs).
• Draft, coordinate, and quality-check client proposals and statements of work; manage internal inputs and timelines.
• Provide occasional RFP support, including coordinating responses, consolidating inputs, and ensuring bilingual (EN/FR) quality where required.
• Support renewal cycles by tracking dates, preparing renewal materials, and coordinating internal reviews while coordinating invoicing with financing and monitoring of client health.
• Identify and surface expansion opportunities based on client needs and service usage, partnering with leadership to pursue them (no heavy quota-driven selling).
• Contribute to client success stories / value articulation when needed
• Maintain accurate records of client requests, decisions, risks, and dependencies (e.g., RAID-style tracking and/or ticketing workflows).
• Participate in improving the intake/triage process, including ticketing workflow design and practical adoption with internal teams.

Benefits

• Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees