Customer Success Manager - bilingual

As a Bilingual Customer Success Manager (CSM), you will be the primary point of contact for our French- and English-speaking dealers, brands, and hockey partners across North America. You’ll ensure a smooth onboarding experience, provide exceptional ongoing support, and help our customers succeed using Custimoo’s technology and products.

This role requires familiarity with the hockey industry including an understanding of team operations, equipment ordering cycles, and seasonal timelines is key. You’ll collaborate with sales, production, and design teams to deliver best-in-class service, ensuring every partner feels supported from concept to delivery.

Key Responsibilities

· Serve as the main point of contact for assigned French- and English-speaking customers and accounts.

· Onboard and train new clients on Custimoo’s digital customizer platform, ensuring confidence and ease of use.

· Manage team orders, including sizing, timelines, and branding requirements.

· Monitor order progress, troubleshoot production or logistics issues, and ensure timely resolutions.

· Build long-term relationships that drive customer satisfaction, retention, and growth.

· Collaborate cross-functionally with sales, production, and design teams to manage complex, custom apparel programs.

· Translate and adapt customer materials, communications, and training content where required.

Qualifications

· Fluent in both French and English (spoken and written).

· 3–5 years of experience in Customer Success, Account Management, or Dealer Relations, preferably in sports, apparel, or manufacturing.

· Strong understanding of hockey culture, including familiarity with team ordering cycles, apparel fit, and product types (jerseys, socks, shells, etc.).· Excellent communication, organization, and problem-solving skills.

· Proven ability to manage multiple accounts, prioritize deadlines, and deliver results in a fast-paced environment.

· Experience using CRM tools and learning new digital systems.

· Passion for sports, teamwear, and performance apparel is essential.

Interested candidates should apply on our website.