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

Who we are, what we do & why we do it:

Dext is a fast-growing fintech transforming bookkeeping through AI and machine learning. Our platform empowers accountants, bookkeepers, and businesses to simplify accounting processes and make smarter, more timely financial decisions.

In 2024, Dext joined the IRIS Software Group, further strengthening our ability to deliver end-to-end accountancy solutions. We’ve achieved 99.5% data accuracy, saved over 35 million hours of manual data entry, and are trusted by 12,000 firms and 700,000 businesses globally. With integrations across all major accounting software and over 11,500 financial sources, we’re proud to be at the forefront of innovation in the accounting space. 🌍

We’re looking for a driven, customer-centric Senior CSM to deepen our customer relationships and drive growth across Canada and the US. In this role, you’ll own the customer journey post-onboarding, ensure adoption and satisfaction, and turn clients into long-term strategic partners.

The role, what you’ll do:

Our Customer Success team sits within the Product Organization of Dext. A Partner Success Consultant’s core responsibility is to ensure that our Partners (Accountants and Bookkeepers) and their Customers are delighted, engaged, and effectively using Dext at all levels to ensure their success, and ours. 🚀

• 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 behaviours 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 your KPIs through daily outreach, retention-focused initiatives, and consistent delivery of value.

About you, what we are looking for:

You’re a bilingual (French & English) communicator with the drive to succeed in a fast-paced fintech. You thrive on feedback, love learning, and are ready to put new skills into action every day.

Here’s what we’re looking for:

• 4+ years of Customer Success experience, target-driven role, ideally within SaaS or tech environments, experience with accounting software (Xero, QuickBooks, Sage) is a plus.
• 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
• Accounting industry practice knowledge/experience desired
• 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.

What you’ll be part of, our values, culture, and behaviours:

We are a fast-paced, ambitious FinTech organization backed by Private Equity (HgCapital). Despite our scale, we maintain the agility of a start-up. Our values guide everything we do:

• Be Brave – Everyone has a voice and the opportunity to challenge the status quo.
• Be Exceptional – We strive for excellence in everything we do.
• Be Together – We succeed as a team, and individual success is inseparable from team success. 🌟

Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. They guide us and inform how we communicate, collaborate and support each other. They are:

Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!

What we will give you - the perks:

• Competitive salary;
• Flexible working hours with remote and in-office options in the heart of downtown Toronto;
• An extensive work-from-home office equipment setup;
• Several Time Away From Work (TAFW) policies, including but not limited to:
• 22 vacation days annually plus Ontario’s statutory holidays,
• 5 Health leave days annually;
• Paternity & Maternity Leave Top-up programs; and
• Working abroad days, Volunteering days, summer hours and 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; and
• A Health & Wellness Spending account (myHSA) of $750 annually

See who you would be reporting to linkedin.com/in/gaël-kombe-003877164

Diversity & Inclusion at Dext

At Dext, we believe that diverse perspectives drive innovation and success. We are committed to building an inclusive workplace where everyone - regardless of background, identity, or experience - feels valued and empowered to thrive. We welcome applications from all qualified candidates and actively encourage those from underrepresented groups to apply. If you need any accommodations during the hiring process, please let us know.