At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference.

This role supports client retention and growth through disciplined follow-up, coordination, and commercial support. The Customer Success Consultant is the primary client-facing coordinator for a portfolio of cybersecurity managed services and advisory clients in Canada particularly in the QC + Ontario & Atlantic Region. You will ensure clients receive timely follow-up, clear status updates, and a consistent experience, while partnering with technical delivery (SOC+Engineering) teams to drive outcomes. The role includes light commercial objectives (renewal readiness, identifying expansion opportunities, and supporting proposals), but is primarily focused on client health, coordination, and execution discipline.

Key Responsibilities

1) Own client requests end-to-end (onboarding → kickoff → ongoing management + relationship building+ growth - if issues- ticketing internal coordination- resolution → client closure offboarding)

• Act as the main point of contact for client requests once logged, ensuring nothing is missed and updates are communicated clearly back to the client.
• Ensure requests coming through various channels are captured in a single trackable workflow (portal submissions, email, calls, etc.), and driven to completion.
• Triage and route requests to the appropriate internal teams; create/assign tasks and follow up until closure.

2) Client communications, follow-up cadence, and expectation management

• Maintain a professional, consultative presence in client interactions (written and verbal), including executive-ready status updates.
• Proactively manage follow-ups, action lists, and next steps; confirm deadlines and owners after calls.
• Support client onboarding and changes in client environments by ensuring the right stakeholders are engaged and informed (to prevent gaps in coverage and handoffs).

3) Proposal support and occasional RFP participation

• Draft, coordinate, and quality-check client proposals and statements of work; manage internal inputs and timelines.
• Provide occasional RFP support, including coordinating responses, consolidating inputs, and ensuring bilingual (EN/FR) quality where required.

4) Renewal readiness and light sales objectives (supportive, not “hunter”)

• Support renewal cycles by tracking dates, preparing renewal materials, and coordinating internal reviews while coordinating invoicing with financing and monitoring of client health.
• Identify and surface expansion opportunities based on client needs and service usage, partnering with leadership to pursue them (no heavy quota-driven selling).
• Contribute to client success stories / value articulation when needed

5) Operational rigor and tracking

• Maintain accurate records of client requests, decisions, risks, and dependencies (e.g., RAID-style tracking and/or ticketing workflows).
• Participate in improving the intake/triage process, including ticketing workflow design and practical adoption with internal teams.

Required Qualifications

• Fully bilingual (spoken and written) in English and French (100% bilingual requirement).
• Montreal-based with ability to attend client meetings locally as needed.
• 2+ years’ experience in customer success, account coordination, client services, or consulting support, ideally in technology environments.
• Demonstrated ability to manage multiple stakeholders and drive follow-up to closure with strong attention to detail.
• Strong written communication skills, able to produce professional, client-ready emails, summaries, and proposal content.

Preferred Qualifications

• Background or exposure to Information Technology and/or Cybersecurity (preferred).
• Experience supporting managed services or technical delivery teams (SOC, MDR, incident response, offensive security, etc.). (preferred).
• Familiarity with ticketing/work management tools (e.g., ServiceNow-style workflows) and structured tracking for requests and action items.
• Experience supporting proposals and participating in RFP coordination.
• Loves standard operation processes!
• Social, organized, team player, self starter,hands-on

Core Competencies

• Client-ready presence: polished, professional, and confident with clients at all levels.
• Execution discipline: relentless follow-up, clear ownership, and strong organizational habits.
• Calm under pressure: able to manage competing priorities and urgent client needs without losing rigor.
• Connector mindset: coordinates across technical teams, aligns stakeholders, and drives closure, project coordination skills
• Bilingual quality: can write and present convincingly in both English and French (advanced)

This position requires written and oral fluency in English because it involves interpretation and application of English standards, guidance, laws and regulations, servicing of English-speaking clients located across Canada and collaboration with English Speaking colleagues located outside of Quebec.

Providing you with the support you need to be at your best

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology-first, people-driven firm.