Since launching in 2019, CapIntel has been on a mission to provide magical financial moments for all: investors, wealth professionals, and our customers.
Our innovative proposal generation platform transforms how financial professionals compare, discuss, and present investment options, empowering clients to make informed decisions. We pride ourselves on revolutionizing an outdated process with a product that's adopted four times more than previous solutions. One executive called CapIntel "the most intuitive platform I’ve used in almost 20 years in financial services.”
As one of Canada's fastest-growing wealthtech companies, CapIntel is expanding at an unprecedented pace. Our relentless commitment to innovation drives us to build a dynamic team, strengthening our ability to impact the wealth industry landscape in 2024 and beyond.
About the role
As a bilingual Senior Customer Success Manager (CSM), you’ll work together with leaders at North America’s largest banks and wealth management firms to drive end-user adoption, partnership, and expansion in both English and French. You value multi-threading, strong communication, and are extremely organized. Over your time at CapIntel, you will become an expert in both our product and your customers’ businesses, driving them towards a best-in-class adoption and maximum contract value.
Note: There is an expectation of regular in-person engagements with clients, ranging from once a month to two times per quarter, depending on geography.
What you'll do
- Partner with North America’s largest banks and wealth management firms to drive end-user adoption, partnership and expansion
- Deliver trainings, updates, and quarterly business reviews to your customers in both English and French
- Demonstrate empathy and curiosity for customers to understand their needs and wants
- Work cross functionally to share customer insights and ensure the voice of the customer is heard
- Support the Head of Customer Experience in the development and improvement of team processes
Qualifications
- Bilingual: Professional working proficiency of French and English - inclusive of speaking, reading, writing and comprehension
- Relationship management: Experience in customer success management or account management, ideally working in Financial Services or Software as a Service (SaaS)
- Strategic thinking: Understand complex business scenarios and align with cross functional teams to propose solutions
- Goal-oriented mindset: demonstrated ability to coach customers towards higher adoption and maintain mutual account plans
- Account management: experience with value-based relationships, data analysis, account planning, multi-threading, presenting and selling to across C-suite level decision makers, managing internal stakeholders to deliver on client needs and timelines
- Teamwork and collaboration: ability to work in a pod structure— collaborating with sales partners on expansions and renewals
Bonus experience
- Experience using Salesforce or customer success software
- PMP or equivalent designation
We know that what matters most is a positive attitude, a hunger to learn, and the drive to create quality work and get results. While we value experience and specific kinds of knowledge, we also know that sometimes it’s a roundabout career journey. And if you’re not sure you meet the experience requirements for this position, but you know in your gut that you’ve got what it takes to bring this role to the next level, we’d like to hear from you!
We are committed to providing an inclusive and accessible recruitment experience, so please let us know if you require any accommodations to support your application process by emailing [email protected].
What we can offer you
Remote first work: We’re a Canadian based, remote-first environment, with in-office collaboration zones and individual workspaces in Gatineau, QC or Halifax, NS and hubs of virtual employees in Southwestern Ontario. Successful candidates will be expected to adopt Eastern time core hours as part of their regular schedule, regardless of physical location.
Pay: We’re proud to offer a fair, competitive, and equitable process to determine pay that is based on your skills, knowledge, experience and internal equity. We will present our best offer so you don’t have to worry about playing the negotiation game.
Benefits: Our comprehensive benefit package is available from your first day and we offer generous flex credits to allow you to top up your coverage in whatever way is meaningful to you! You’ll be able to allocate your flex credits to any combination of our Group RSP, Healthcare Spending Account and/or Lifestyle Spending Account.
Time away from work: We love working at CapIntel, but we also love our lives outside of work. We offer competitive vacation days, life-care days, and company holidays and build in some flexibility too! Our vacation benefits increase along with your time at CapIntel, to thank and reward your continued commitment.
Professional growth: We thrive on building our career journeys by learning, mentoring and experiencing through our jobs, our colleagues and our leadership team. Not only do we encourage it, but we also enforce a culture that ensures we thrive, grow and evolve. All new hires will receive an onboarding success plan to help you progress during your first 90 days at CapIntel.
Belonging: We respect, appreciate and celebrate our individuality. And we know that our diverse perspectives further each other and our business along the path towards greatness. We find ways to socialize, build a sense of community (even if it is across the country!) and challenge each other to share creativity in our “safe-to-fail” environment. We’re committed to making sure you know you’re appreciated for exactly who you are
To learn how we protect your personal data, read our Applicant Privacy Notice.
Equity, diversity and accessibility
CapIntel believes that all dimensions of diversity are a strength, and that we have a role to play in actively reducing and eliminating systemic barriers to employment equity. We believe in equal employment opportunities regardless of race, ethnicity, language, genetic information, creed, religion, sex, sexual orientation, gender identity, family and marital status, neurodivergence, national origin, and age. We cultivate an inclusive workplace where people excel based on personal merit, qualification, experience, ability, and job performance.
What We Do
Since we entered the market in October 2019, our mission has been to elevate finance to build wealth for all. To achieve this, we are transforming the way investment services professionals work, so they are equipped to deliver better results for their clients. As a Financial Advisor, the decisions you make have a lasting impact on your clients and their ability to achieve their financial goals. You must be able to assess and compare investment options efficiently to ensure you’re selecting the right portfolio to suit your client’s asset allocation. Today, however, the tedious, largely manual processes in the sales cycle can hinder your acuteness to the market, changing regulations, and client goals. This means not being able to get the information you need; making it harder to analyze funds and potentially leading to missed financial goals for your clients. We’ve developed a product to change that. CapIntel is a modernized platform that bridges sales process gaps and stamps out inefficiencies so advisors can attend to their clients’ needs more effectively and help them enhance their financial future. We empower each level of the firm’s sales force with the tools needed to get the job done, including modelling investment comparisons, preparing compelling proposals, and tracking compliance checkpoints. In short, our product facilitates an ecosystem that reflects the workflows of each wealth enterprise. Diversity builds better teams, and we encourage individuals of all backgrounds to reach out to us if you're interested in working together.
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