Senior Bilingual Customer Success Manager (French & English) | B2B Saas

Dext•Toronto, ON

1d•Hybrid

About The Position

Dext is a fast-growing fintech company that is transforming bookkeeping through AI and machine learning. Our platform helps accountants, bookkeepers, and businesses simplify accounting processes and make better financial decisions. In 2024, Dext joined the IRIS Software Group, enhancing our ability to provide comprehensive accountancy solutions. We have achieved significant milestones, including 99.5% data accuracy, saving over 35 million hours of manual data entry, and are trusted by 12,000 firms and 700,000 businesses globally. We are seeking a driven, customer-centric Senior CSM to foster customer relationships and drive growth in Canada and the US. This role involves owning the customer journey post-onboarding, ensuring satisfaction and adoption, and developing long-term strategic partnerships with clients. The Customer Success team is part of Dext's Product Organization, with the core responsibility of ensuring Partners (Accountants and Bookkeepers) and their Customers are delighted, engaged, and effectively utilizing Dext to ensure mutual success.

Requirements

Bilingual (French & English) communication skills.
Strong years of customer-facing experience in a target-driven role, ideally within SaaS or tech environments.
Excellent communication and problem-solving skills, with the ability to simplify complex ideas and deliver clear, practical advice to customers.
Ability to manage multiple projects.
Tech-savvy and quick to learn new platforms, with a passion for helping customers adopt innovative tools and drive real value from them.
Motivated by results and KPIs, while being personable, curious, and proactive in seeking out opportunities to support customers.
Adaptable, collaborative, and solutions-focused, thriving in fast-paced environments where feedback, iteration, and teamwork are key.

Nice To Haves

Experience with accounting software (Xero, QuickBooks, Sage).
Accounting industry practice knowledge/experience.

Responsibilities

Develop deep product expertise in the Dext suite to confidently educate and empower Accounting and Bookkeeping partners across their entire lifecycle.
Deliver impactful consultative calls that guide best practices for implementation and challenge behaviors that hinder success.
Support Partners through scalable, proactive outreach and education, ensuring consistent touchpoints and driving feature stickiness.
Join pre-sale calls with Account Executives to provide product support and assistance to move deals forward during the pre-sales phase.
Create and execute strategic adoption plans to help partners seamlessly integrate Dext products across their entire practice and client base.
Lead high-quality 1:many training sessions, delivering scalable education that drives product understanding and engagement.
Collaborate cross-functionally with Account Management, Marketing, and Operations to reduce churn, drive adoption, and evolve the overall customer journey.
Proactively manage partner relationships, hitting KPIs through daily outreach, retention-focused initiatives, and consistent delivery of value.

Benefits

Competitive salary
Flexible working hours with remote and in-office options in downtown Toronto
Extensive work-from-home office equipment setup
22 vacation days annually plus Ontario’s statutory holidays
5 Health leave days annually
Paternity & Maternity Leave Top-up programs
Working abroad days
Volunteering days
Summer hours
A day off the week of your birthday
Up to 5% company pension/RRSP matching
100% employer-covered benefits through Canada Life (medical, dental, & vision) available on your first day
A Health & Wellness Spending account (myHSA) of $750 annually