Customer Success Specialist

Dialogue; Montreal; Hybrid; CAD 50,000 - 75,000; Full time

Job summary

Dialogue is seeking a Customer Success Specialist to enhance client experiences for small and midsize businesses. Responsibilities include onboarding clients, managing renewals, and optimizing client interactions through strategic initiatives. A bilingual candidate is essential, with benefits that prioritize well-being and professional development.

Benefits

Mental health support

Insurance

Health spending

Dental

Fitness

Vacation

Wellness days

Volunteer days

International work opportunities

Parental leave top-up

Qualifications

• Experience in client-driven service.
• Strong bilingual skills in French and English.
• Highly organized and detail-oriented.

Responsibilities

• Deliver seamless onboarding and client launch experiences.
• Manage renewal processes and maintain client relationships.
• Enhance engagement through strategic initiatives.

Skills

Empathetic client service

Organizational skills

Detail-oriented

Bilingual communication

Focus on quality

Job description

Your role as a Customer Success Specialist

Reporting to Ariane Beaulieu Sirois, the mission of the Customer Success Specialist is to be a trusted advisor and owner of small and midsize business accounts, contributing to Customer Success at Dialogue. The primary focus is ensuring clients have a positive experience through onboarding, webinars, kiosks, and other engagement initiatives. An important aspect is developing sustainable management strategies for SMB accounts via effective retention and renewal strategies, playing a key role in managing existing clients with a strong focus on data integrity regarding contracts and opportunities.

What you’ll be doing:

• Deliver seamless onboarding & launch experiences for clients
• Enhance customer interactions through strategic initiatives
• Engage directly with clients via email and phone for follow-ups
• Manage SMB operations to improve processes proactively and efficiently
• Maintain relationships with scalable support to optimize cost-to-revenue ratio
• Manage renewal processes, including repricing strategies and Salesforce updates
• Master software tools to improve operational efficiencies
• Develop, implement, and document CS processes, workflows, and best practices for scalability
• Collaborate with internal teams to resolve complex client issues

We'd love to hear from you if you have:

• Experience in empathetic, client-driven service
• A vision for scalability and automation opportunities
• Highly organized, detail-oriented with excellent time management
• Strong bilingual communication skills in French and English
• A passion for learning and stepping out of your comfort zone
• Focus on quality, accuracy, and attention to detail

Please note that bilingualism is essential as we serve customers across Canada, requiring communication in French and English.

At Dialogue, your well-being is our priority

Depending on your role, benefits include mental health support, insurance, health spending, dental, fitness, vacation, wellness days, volunteer days, hybrid work, international work opportunities, incentives, training, and parental leave top-up.

About Dialogue

Dialogue is Canada's #1 virtual care provider, offering online health and wellness programs to organizations aiming to improve employee and family well-being. We set high standards in our work, transforming health and helping millions. We believe in impact, community, growth, and excellence.

Feel you can make a difference? Join us! Dialogue is an equal-opportunity employer committed to diversity and inclusion. Qualified applicants will be considered regardless of background. For accommodations, contact [e-mail].