Customer Success Advocate EMEA Services

Ciena; Canada; Remote; CAD 50,000 - 70,000; Full time

Job summary

A telecommunications leader in Canada is seeking a Customer Success Advocate to build strong customer relationships and support the onboarding process. The ideal candidate will have 1–3 years of customer-facing experience and be proactive in ensuring customer satisfaction. This position offers a great opportunity for growth in the technology sector, emphasizing teamwork and data-driven insights.

Qualifications

• 1–3 years of experience in a customer-facing role, ideally in telecom or technology sector.
• Exposure to customer success, technical support, or project coordination.
• Strong interpersonal and communication skills.

Responsibilities

• Support onboarding of new customers and ensure a smooth experience.
• Build trusted relationships with customer contacts.
• Monitor service delivery and identify issues early.
• Use tools to track service performance and customer usage.
• Coordinate to resolve customer service challenges.
• Prepare reports on customer activity and performance metrics.

Skills

Interpersonal skills

Communication skills

Problem-solving

Proactive mindset

Education

Engineering Degree

Job description

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

As a Customer Success Advocate (CSA) at Ciena, you will play a key role in building strong relationships with our customers, ensuring they realize value from our products and services. This is an exciting opportunity for a high-potential individual early in their career who is passionate about customer success, eager to learn, and ready to make an impact in the telecom industry.

You'll work alongside seasoned professionals and cross-functional teams to deliver a world-class customer experience, help drive service adoption, and support the full service lifecycle from onboarding through ongoing support.

What You’ll Do

• Customer Onboarding & Engagement: Support the onboarding of new customers, aligning expectations and ensuring a smooth experience.
• Relationship Building: Build trusted relationships with customer contacts across engineering, operations, procurement, and more.
• Service Lifecycle Coordination: Work with internal teams to monitor service delivery, identify and prevent issues early, and ensure customer needs are met.
• Data-Driven Insights: Use tools and analytics to track service performance and customer usage, identifying opportunities for increased value.· Support Sales & Renewals: Partner with Sales to support renewals, upsell opportunities, and new service offerings.
• Issue Escalation & Coordination: Be the go-to contact for customer service challenges, coordinating across teams to resolve issues efficiently.
• Reporting & Communication: Help prepare reports on customer activity, risks, and performance metrics; maintain regular communication with stakeholders.
  

Must Haves:

• An Engineering Degree is a pref.
• 1–3 years of experience in a customer-facing role, ideally in the telecom or technology sector
• Exposure to or interest in customer success, technical support, project coordination, or related roles
• Strong interpersonal and communication skills – you’re a confident communicator who can build relationships and simplify technical topics
• A proactive mindset – you take ownership, follow up on issues, and seek opportunities to improve customer experience
• Organized, detail-oriented, and comfortable juggling multiple customer accounts
• Familiarity with telecom/networking concepts is a plus but not required – we’ll help you learn!

#LI-SG1

Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.