Customer Success Specialist

We are seeking a Customer Success Specialist to support a growing portfolio of business clients and help improve engagement, product adoption, and renewals. This role is focused on proactive customer management rather than reactive support. You will monitor account health, identify clients that are not fully using the service, and take action to help them get more value from their partnership. A key part of the job is re-engaging accounts when changes occur, such as new contacts, shifting priorities, or low activity. You will help guide onboarding again when needed, encourage the use of digital tools, and follow up when planned activities have not been completed. You will also handle renewal-related questions, surface possible issues early, and work to support a smooth contract renewal process. The ideal candidate has several years of customer-facing experience, including time in customer success, account management, implementation, or onboarding. Experience managing many accounts in a B2B setting is important, along with familiarity with SaaS or other digital products. Strong communication, organization, and prioritization skills are essential, as is a proactive, customer-focused approach. English fluency is required, and French is an asset. Experience with CRM tools, support platforms, and retention or renewal work is preferred. The role is full-time and based in Montreal, with a hybrid schedule. The compensation range is approximately $70,000 to $78,000 CAD.