Customer Account Manager, Growth (French Speaking)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Account Manager, Growth (French Speaking) based in Canada.

This is a customer-focused account management opportunity supporting the full lifecycle of enterprise customers, from post-implementation through contract renewal. You will build proactive relationships with key accounts while helping customers maximize the value of cloud-based communication and technology solutions. The role combines relationship management, billing analysis, renewal strategy, technical troubleshooting, and account growth. You will work closely with customers and internal teams across Implementation, Support, Sales, and Engineering to resolve issues and identify opportunities. Strong communication and technical aptitude will be essential for translating complex challenges into clear, practical solutions. The position is ideal for a self-motivated professional who enjoys working with customers, solving problems, and finding new ways to improve account performance.

Accountabilities:

• Serve as the customer-facing point of contact, delivering consistent, responsive, and high-quality account management and customer service.
• Proactively manage relationships across a portfolio of key enterprise customers, with particular focus on the top 50 customer base.
• Work with enterprise clients on billing analysis, auditing, corrections, and resolution of account-related issues.
• Manage contract renewal opportunities and proactively identify actions that strengthen retention and reduce customer churn.
• Help customers confidently and effectively use communication and technology solutions, providing guidance throughout the customer lifecycle.
• Handle escalated customer concerns through the Freshdesk ticketing system and coordinate appropriate resolutions.
• Support collections activities for delinquent accounts while maintaining positive customer relationships.
• Identify opportunities to introduce additional products, services, and innovative solutions that address evolving customer needs.
• Explore and apply AI tools and capabilities to improve day-to-day productivity and account management activities.
• Collaborate with Implementation, Support, Sales, Engineering, and other internal teams to ensure customer projects are delivered on time and account opportunities are effectively leveraged.
• Build trusted relationships with stakeholders at multiple levels and ensure customer needs are communicated clearly across internal teams.

Requirements:

• 2-5 years of experience in SaaS account management, implementation, technical customer success, or an equivalent industry environment, with demonstrated success growing existing accounts and relationships.
• Fluency in French or Québécois is required.
• Knowledge of accounting and billing fundamentals is required.
• Strong experience with hosted telephony, VoIP, and SIP is required.
• Confidence working with clients and stakeholders at multiple organizational levels.
• Experience gathering data from multiple sources and creating customer-facing PowerPoint presentations and Excel reports.
• Experience with project management and client lifecycle management is an asset.
• Strong technical aptitude and the ability and willingness to learn new software and technologies.
• Genuine interest in AI and a willingness to identify practical ways to incorporate AI into daily work.
• Goal-oriented, proactive, and self-motivated, with the ability to work independently and collaboratively with minimal supervision.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts in accessible language.
• Strong time management, organization, analytical, and problem-solving skills.
• Ability to remain composed and effective in a fast-paced, ambiguous environment.
• Strong relationship-building and service orientation, with a commitment to continuous learning and improvement.
• Post-secondary education is preferred.

Benefits:

• Base salary of $75,000-$90,000 CAD.
• Potential eligibility for bonuses and sales incentives, where applicable.
• Potential eligibility for Restricted Stock Units (RSUs).
• Comprehensive medical, dental, and vision insurance for employees and eligible dependents.
• Group Registered Savings Plan (GRSP) with employer matching.
• Employee Stock Purchase Plan.
• Unlimited paid time off.
• Corporate holidays observed.
• Fully remote position within Canada.
• Opportunity to work across customer success, technology, communications, and account growth.
• Collaborative environment that encourages individual contribution and continuous learning.