Customer Success Specialist

We are seeking a Customer Success Specialist to support a growing portfolio of business clients and help them get the most value from our services and digital tools. This role is focused on proactive account management, customer adoption, and retention rather than reactive support. You will work across many accounts, spot clients that are at risk of low engagement or churn, and take action to re-establish momentum. A key part of the job will be guiding customers through transitions such as changes in stakeholders, shifts in business priorities, or periods of limited platform activity. You will also help ensure clients are set up properly, encourage participation in core program activities, and follow up when planned steps have not yet been completed. In addition, you will serve as a main contact for renewal-related questions and help address issues that could delay a smooth extension. The ideal candidate has several years of customer-facing experience in a B2B environment, along with a background in customer success, account management, onboarding, or implementation. Experience with SaaS or other digital products is important, as is comfort working with CRM tools, ticketing systems, and customer lifecycle processes. Strong organization, communication, and prioritization skills are essential, along with a proactive, relationship-oriented mindset. English fluency is required, and French is considered an asset. This is a full-time, permanent position based in Montreal with a hybrid in-office schedule.