Job Title: Client Experience Manager
Location: Montreal, QC
Job Type: Full-time
Industry: Proptech / SaaS / Real Estate
Experience: Industry accounting with 3+ years experience or CPA with 2+ years at a firm
Languages: English & French (bilingual)
About Kompas
Kompas is a Montreal-based Proptech SaaS startup that built and sells a modern property management and accounting software for real estate owners and operators. Our platform helps landlords and property managers streamline leasing, maintenance, and accounting operations — all in one place. We're a small, fast-growing team focused on solving real problems for real estate professionals with powerful, easy-to-use software.
We're now looking for our first Client Experience Manager to manage customer-facing operations, ensuring our clients succeed with Kompas from day one. If you're someone with accounting experience who loves working with people, solving problems, and helping shape internal processes, this is the role for you.
About the Role
You’ll work directly with the Director of Operations to design and implement our onboarding, support, and account management functions. You’ll be the go-to person for customers during their onboarding phase and beyond, helping them get the most out of Kompas.
This is a unique opportunity to blend your accounting knowledge with your people skills and help shape the customer experience at a growing SaaS company.
Key Responsibilities
🔹 Onboarding
• Serve as the main point of contact for new customers during onboarding
• Assist clients with data migration, including reviewing legacy systems and preparing migration reports
• Understand each customer’s business structure (accounting, leasing, operations) and tailor the onboarding experience accordingly
• Conduct remote or on-site training for client teams
• Maintain and improve internal onboarding through playbooks, processes, and automation
🔹 Customer Support
• Handle inbound support requests from clients to ensure timely responses and resolutions
• Manage our support ticketing system and prioritize tickets for internal follow-up
• Create documentation, help articles, and tutorial videos to scale support
🔹 Account Management
• Maintain regular communication with clients to ensure satisfaction and retention
• Gather feedback on feature requests and product improvements, and share insights with the product and engineering team
• Support billing operations, including invoicing and collections for SaaS and transactional fees
What We’re Looking For
• CPA designation is an asset
• 2+ years of experience in public accounting or 3+ years of experience in an industry accounting role
• Bilingual in English and French (spoken and written)
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Comfortable working in a fast-paced startup environment
• Interest in real estate, SaaS, or client-facing work is a plus
What We Offer
• Competitive salary
• Benefits including health, dental, RRSP matching, additional health spending account
• High ownership role with direct access to leadership
• Opportunity to be part of building out a function from the ground up
• Work that directly impacts our customers and company growth
