French-speaking Client Success Manager

We’re looking for a Customer Success Manager who can own client relationships end-to-end — from onboarding through long-term success — while managing workflow delivery, expectations, and outcomes.

You’ll work closely with clients, internal delivery teams, and leadership to ensure customers see real, measurable value from Pathway.

If you’re energized by complex clients, automation, and problem-solving — this role will feel rewarding. If you prefer reactive ticket support, it won’t be a fit.

• 30 days of paid annual leave (including sick leaves)
• Annual paid company retreat
• Performance-based bonus structure
• Work with a talented, mission-driven team
• Career growth in a fast-scaling SaaS company
• Remote-first culture
• Reference: eDYBTVee2B-yCHVdiPdj9PjPDyhLNw_MfFbMMlCy305-WGXGdLmWNRbQaijuRIrB

Client Ownership & Relationship Management

• Own a portfolio of Pathway clients as their primary point of contact
• Build trusted relationships with principals, operations leaders, and marketing teams
• Lead regular client check-ins, QBRs, and strategic planning conversations
• Proactively identify churn risk and address it early

Workflow & Delivery Management

• Scope, prioritize, and manage workflow builds and enhancements
• Set clear expectations around timelines, dependencies, and what’s included vs paid
• Coordinate with Technical CSMs and internal teams to deliver on commitments
• Track workflows from request → build → activation

Product & Platform Expertise

• Develop a deep understanding of Pathway’s automation capabilities
• Translate client business goals into scalable workflows
• Advise clients on best practices and standardization
• Confidently explain technical concepts in plain language

Commercial & Growth Support

• Identify opportunities for expansion, upsell, and additional services
• Support renewals by clearly tying Pathway’s value to client outcomes
• Use service credits appropriately and protect scope and margin

Internal Collaboration & Documentation

• Maintain clean notes and updates in HubSpot and internal tools
• Communicate clearly with internal teams and leadership
• Escalate issues early with context and proposed solutions

Must-Haves

• 3+ years experience in Customer Success, Account Management, or Implementation (B2B SaaS)
• Experience managing multiple clients simultaneously
• Strong project management and organizational skills
• Professional fluency in both English and French (C1/C2), written and spoken.
• Comfort setting boundaries and saying “no” professionally
• Experience working with complex products or workflows

Nice-to-Haves (Big Plus)

• Experience in insurance, fintech, or regulated industries
• Experience with marketing automation, workflows, or integrations
• Experience working in a scaling SaaS company

• Strong retention and expansion within your book of business
• Clients are engaged, informed, and confident in Pathway
• Workflows move efficiently from request to activation
• Fewer escalations, clearer expectations
• Internal teams trust your judgment and communication