Customer Success Specialist

Texada Software; Canada; On-site; CAD 70,000 - 100,000; Full time

Job summary

A software company in Canada seeks a Customer Success Specialist II to engage proactively with accounts, enhance customer satisfaction, and drive revenue retention. Ideal candidates should have over 4 years in customer success, strong relationship management skills, and familiarity with the SaaS environment. This role offers a hybrid work model and requires strategic teamwork across departments.

Benefits

Remote/Hybrid work environment

Equal employment opportunity

Inclusive workforce

Qualifications

• 4+ years of experience in Customer Success or Account Management.
• Experience with renewals and expansions.
• Ability to work strategically with multiple departments.

Responsibilities

• Conduct proactive outreach to at-risk accounts.
• Lead meetings to drive customer satisfaction.
• Document churn and expansion signals.

Skills

Customer Success

Account Management

SaaS Environment

Relationship Management

AI Tools Proficiency

Job description

At Texada, we’re building the most comprehensive platform for equipment rental, sales, and service companies. We believe in making complex operations simple, driving real outcomes for our customers, and building long-lasting partnerships.

We’re looking for a proactive, customer-obsessed Customer Success Specialist II to own a segment of low-touch customers (<100K ARR). This segment includes ~80 accounts that won’t follow a traditional QBR model. Instead, the Customer Success Specialist will engage intelligently and efficiently with accounts based on need, risk signals, or growth potential.

This is not a reactive support role - this is about proactively reaching out, building light-touch but high-impact relationships, and helping our customers get real value from Texada. Building on our customer success foundations — combining proactive customer engagement with ownership of expansion opportunities — helping drive measurable revenue outcomes and customer success.

Work Location and Travel

• Remote/Hybrid work environment (primarily remote work with occasional travel to Mississauga office).
• Travel to customer locations may be required from time to time.
• Candidates should be authorized to work in Canada without restriction or sponsorship.

How You Will Be Contributing

• Proactive Outreach: Regularly engage accounts flagged for risk or growth potential through personalized check-in calls to understand what’s working, what’s not, and how we can help.
• Health Conversations: Lead short, conversational meetings focused on driving customer satisfaction, identifying blockers, and uncovering opportunities to help customers succeed.
• Scaled Communications: Contribute to 1:many outreach programs (email campaigns, webinars, guides) to drive awareness and usage across the segment.
• Adoption & Growth Enablement: Encourage usage of underutilized features or new product functionality by connecting product capabilities with customer goals and sharing usage benchmarks or success stories.
• Signal Collection: Surface and document churn and expansion signals, collaborating with Sales, Product, and Support to align on next steps.
• Expansion Closing: Partner with Sales to qualify, scope, and close expansion opportunities such as add-on modules, user-tier increases, and additional product adoption.

Key Performance Indicators (KPIs)

• Revenue Retention: Improve or maintain retention rate within the low ARR segment by reducing preventable churn and increasing customer satisfaction.
• Expansion Influence: Identify and influence expansion opportunities through adoption growth, feature activation, and strategic check-ins; work collaboratively with Sales to qualify and convert leads.
• Customer Coverage: Maintain a consistent cadence of proactive outreach across the book of business with a focus on risk and growth prioritization.
• Adoption Activity: Track and drive increased usage of key features and modules among targeted accounts.

What We Are Hoping to Find in Your Background

• 4+ years of experience in Customer Success or Account Management, with a focus on enterprise and mid-market customers.
• Experience with renewals, expansions, or account-based growth responsibilities.
• Ability to work strategically with multiple departments, including Product, Sales, and Marketing to drive product adoption and customer value.
• Proven ability to manage multiple accounts in a fast-paced SaaS environment.
• This is a specialist customer experience role requiring some escalation handling.
• Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization.
• Familiarity with the heavy equipment industry is a plus.
• Proficiency in using AI tools to enhance content creation, personalize messaging, and improve workflow efficiency.

Who you will be working for

Texada is the leading growth engine for equipment dealerships and rental businesses with one purpose-built platform. From CRM, quoting, to rentals, service, parts, and fleet management, we connect your teams and give them the tools to work faster, smarter, and drive growth.

Whether you're a full-line dealership with rental operations or a dedicated rental company, Texada delivers industry-proven software that adapts to your workflows and scales with your business.

Built for the real-world complexity of equipment, our cloud-based platform is trusted by leading dealerships and rental businesses around the globe.

Work Better. Grow Faster. Stay in Control.

www.TexadaSoftware.com

At Texada We Are…

• Purposeful, Passionate, and Proud: What motivates us day to day.
• Always Learning from Innovation: As long as we are learning, we are succeeding.
• Focused on Improvement, not Perfection: We are fanatical about improving our products, our processes, our team, our systems.
• Delivering our Long-term Vision Today: We are impatient to bring our vision to life.
• PowerfulTogether: We embrace our various strengths and diversity with a firm commitment to being more PowerfulTogether.

Texada is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. Texada fosters an inclusive and accessible environment. If you need assistance or accommodation during the recruitment process, you may contact us during the interview process and we will work with you to support your request.