Role Overview

The Implementation & Customer Success Manager owns the entire customer lifecycle, from onboarding and implementation to ongoing support, satisfaction, and retention. This person acts as the trusted partner ensuring each client achieves measurable success and long-term value with illuxi.

Key Responsibilities

• Manage the full customer lifecycle: onboarding, training, adoption, support, satisfaction, and renewal.
• Lead onboarding projects and ensure smooth transitions through all stages of the customer journey.
• Provide first-line support, ensuring quick and efficient resolution of customer issues.
• Maintain high customer satisfaction and retention, driving engagement and long-term partnerships.
• Identify opportunities for customer growth, education, or adoption.
• Collaborate with Product, Technical, and Sales teams to represent the customer voice internally.
• Monitor and analyze Customer Success KPIs (adoption, satisfaction, renewals, NPS).
• Contribute to continuous improvement of onboarding and support processes and the delivery of internal corporate projects

Qualifications

• Minimum 3 years of experience in SaaS implementation, customer success, support, or project management.
• Excellent communication, organizational, and multitasking skills.
• Strong customer orientation and empathy.
• Tech-savvy, comfortable navigating SaaS tools and integrations.
• Knowledge of HubSpot, Jira, and Monday, of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and support tools (ZenDesk, FreshDesk, Crisp) as strong assets.
• Project Management (CAPM, PMP) or Scrum certifications (CSM) a major asset.
• Bilingual (French/English), spoken and written.

Why Join illuxi?

• Human, innovative, and fast-growing company.
• Collaborative and transparent culture focused on customer success.
• Opportunity to make a direct impact on client satisfaction and retention.
• Flexible and modern hybrid work environment.