Customer Success Specialist

Merinio; Montreal (administrative region); Hybrid; CAD 60,000 - 85,000; Full time

Benefits offered by this job

Vacation + shutdown

Personal/sick days

Flexible hours

Hybrid: 1 day onsite

Group insurance

Stock options after probation

Modern office

Gym access & classes

Coffee & snacks

Team activities

On-site rink

Job summary

Merinio, a fast-growing Quebec SaaS company, seeks a Customer Success Specialist in Montreal for enterprise onboarding across Canada and the U.S. You will configure the platform, analyze client processes, and train end users while driving ongoing success.

The role requires strong analytical skills, autonomy, and clear communication; it is bilingual (French + English) and based in Montreal with a hybrid work model (1 day onsite).

Qualifications

• 2+ years in a customer-facing role with success, implementation, project coordination or related.
• Bilingual French and English (written and spoken) essential for Canada/US customers.
• Strong analytical abilities to translate customer processes into platform configurations.
• Comfortable working with structured data (CSV, Excel).
• Excellent communication, presentation and training skills.
• Ability to manage multiple projects and meet deadlines.
• Familiarity with CRM/support platforms like HubSpot/Intercom is a plus.
• Experience in sales or customer service is a strong asset.
• Motivation to grow into roles such as account management or enterprise rollout leadership.

Responsibilities

• Lead full implementation projects for medium to large B2B clients.
• Analyze customer processes, data structures and workflows.
• Configure the platform (settings, roles, permissions, structures, workflows).
• Prepare and validate onboarding datasets (CSV/Excel).
• Manage timelines and communicate milestones clearly.
• Lead training sessions for managers and end-users.
• Provide support during onboarding and document edge cases.
• Collaborate with Product and Sales for improvements.
• Identify upsell opportunities during business reviews.
• Contribute to onboarding playbooks and internal tools.

Skills

Bilingual FR/EN

Analytical thinking

Project management

Data handling (CSV/Excel)

Communication skills

CRM tools (HubSpot/Intercom)

Sales experience asset

Team collaboration

Tools

HubSpot

Intercom

Job description

Full Time Hybrid

Customer Success Specialist

Customer Success Specialist

Version Française plus bas

Montreal / Hybrid (1 day per week onsite) / Full-time

Merinio is a fast-growing, venture-backed Quebec company. We develop a workforce management SaaS platform used daily by thousands of employees across Canada and the United States. Our solution helps organizations automate shift replacement calls, reduce manual work, and improve operational communication in industries where schedules change constantly.

Our active user base is increasing rapidly, and several major multi-site enterprise deployments are planned in the coming months. We are also expanding our integration ecosystem with various ERP, HR and payroll systems to deliver a unified and highly automated experience.

We are actively investing in generative AI and autonomous agents to improve automation, decision-making, and operational forecasting. You will join a passionate team with direct access to the founders, a fast-paced learning environment, and the opportunity to make a meaningful impact.

Role Overview

We are hiring a Customer Success Specialist to lead the deployment, onboarding and success of medium to large enterprise B2B customers across Canada and the U.S.

You will configure the platform, analyze client processes, train end users, provide functional support, and contribute to improving our onboarding playbooks.

This role requires strong analytical skills, autonomy, communication abilities, and the ability to understand complex operational workflows. It is a bilingual role (French + English), based in Montreal.

Responsibilities

• Lead full implementation projects for medium and large B2B clients.
• Analyze customer business processes, data structures and operational workflows.
• Configure the platform (settings, roles, permissions, structures, workflows).
• Prepare, clean, and validate onboarding datasets (CSV/Excel).
• Manage project timelines and communicate milestones clearly.
• Lead training sessions for managers, supervisors and end-users.
• Provide support and guidance throughout the onboarding period.
• Document edge cases, lessons learned and contribute to improving our playbooks.
• Collaborate with the Product and Sales teams to elevate platform needs or improvements.
• Actively participate in business reviews to align goals, present usage insights, and identify upsell opportunities.
• Participate in improving internal tools, onboarding processes and documentation.

Requirements

• 2+ years in a customer-facing role: Customer Success, Implementation, Project Coordination, Technical Support, or similar.
• Bilingual: French and English, written and spoken, essential for working with Canadian and U.S. customers.
• Strong analytical abilities to translate customer processes into platform configurations.
• Comfortable working with structured data (Excel, CSV, data mapping).
• Excellent communication, presentation and training skills.
• Ability to manage multiple projects and meet deadlines.
• Familiarity with tools like HubSpot, Intercom or other CRM/support platforms is an asset.
• Experience in sales or customer service roles is a strong asset.
• Motivation to grow into expanded responsibilities such as account management, enterprise rollout leadership or process improvement.

Nice-to-Have

• Experience deploying SaaS in B2B.
• Experience in change management or group training.
• Understanding of scheduling, operations, HR or payroll workflows.
• Ability to collaborate effectively with product and engineering teams.

Compensation & Benefits

• 3 weeks paid vacation + paid company shutdown between Christmas and New Year’s
• 3 personal/sick days per year
• Flexible working hours
• Hybrid model: 1 mandatory day/week onsite
• Group insurance from day one
• Eligibility for employee stock options after probation
• Modern office space
• Free gym access + personal trainer + free classes: spinning, yoga, HIIT, boxing
• Free coffee, beverages and snacks
• Team activities all year long
• On-site skating rink and basketball court

Growth Opportunities

You will develop operational expertise, leading to fast progression opportunities such as:

• Account Management
• Enterprise Implementation Lead
• Process Optimization
• Product feedback advisory
• Mentoring future team members
• Your work will directly influence customer success and Merinio’s growth.

Interested in helping organizations transform their operations?

Join Merinio and play a key role in onboarding high-impact customers while shaping the future of our platform.

[e-mail]

Spécialiste du succès client

Version Française plus bas

Montréal / Hybride (1 jour par semaine au bureau) / Temps plein

Merinio est une entreprise québécoise en forte croissance, financée par du capital de risque. Nous développons une plateforme SaaS de gestion des effectifs utilisée par des milliers d’employés au Canada et aux États-Unis.

Nous intégrons plusieurs clients majeurs multi-sites dans les prochains mois, tout en élargissant nos intégrations (ERP, RH, paie) et en ajoutant des fonctionnalités d’IA générative pour améliorer l’automatisation et la prise de décision.

Vous rejoindrez une équipe passionnée, avec accès direct aux fondateurs et un environnement structuré pour apprendre rapidement.

Rôle

Nous recherchons un·e Spécialiste du succès client pour diriger l’implantation de clients B2B (moyens et grands comptes). Vous serez responsable de la configuration de la plateforme, de l’analyse des processus clients et de la formation des utilisateurs.

Ce poste exige une excellente capacité analytique, une bonne compréhension des opérations clients et un sens marqué du service. Le rôle est bilingue (FR/EN).

Responsabilités

• Diriger l’implantation complète des nouveaux clients.
• Analyser les processus internes, structures organisationnelles et besoins opérationnels.
• Configurer la plateforme (paramètres, permissions, rôles, workflows).
• Préparer, valider et importer les données clients (CSV, Excel).
• Gérer les échéanciers, communications et attentes du projet.
• Donner des formations aux gestionnaires et utilisateurs.
• Fournir du support fonctionnel pendant l’onboarding.
• Documenter les cas clients, problèmes rencontrés et bonnes pratiques.
• Collaborer avec les équipes produit et technique pour les améliorations.
• Identifier des opportunités d’optimisation ou d’expansion chez les clients.
• Contribuer à l’amélioration de nos outils et processus d’implantation.

Profil recherché

• 2+ ans d’expérience dans un rôle client (Success, implémentation, support, coordination, projet).
• Bilingue français / anglais (oral et écrit).
• Excellentes compétences analytiques et organisationnelles.
• Bonne aisance avec des données structurées (CSV, Excel).
• Excellentes habiletés de communication et présentation.
• Capacité à gérer plusieurs projets en parallèle.