Customer Success Specialist

Equisoft; Quebec; Hybrid; CAD 60,000 - 78,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Retirement Plan

Telemedicine Program

Educational Support

Flexible hours

40 hours per week

Job summary

A leading digital solutions provider in Quebec City is looking for a Customer Success Specialist to manage customer relations and retention strategies in a hybrid work environment. This full-time role involves building trusted relationships with clients, providing tailored software training, and analyzing behavior trends for strategic insights. Applicants should possess a related degree, 3 years of experience, and excellent communication skills in both French and English. Competitive benefits offered.

Qualifications

• Minimum of 3 years' experience in a similar role.
• Proven track record in developing customer retention strategies.
• Ability to multi-task and use multiple systems.
• Excellent telephone manner, customer service skills, active listening, and written communication.
• Ability to multi-task across multiple screens while talking with customers.
• Strong organizational skills and reliability.
• Fluent in French & English (spoken and written).

Responsibilities

• Build and maintain trusted advisor relationships with customers.
• Serve as the primary escalation point for at-risk customers.
• Analyze customer behavior and retention trends.
• Analyze customer behavior and retention trends and present detailed reports.
• Manage and grow subscriptions including renewals, expansions and plan changes.
• Deliver tailored software training for financial advisors via live sessions and webinars.
• Communicate with customers and sales teams to drive alignment and outcomes.
• Evaluate the end‑to‑end customer journey and address gaps to achieve objectives.
• Consistently meet or exceed retention targets.

Skills

Customer service skills

Active listening skills

Verbal and written communication skills

Conflict resolution

Organization and prioritizing

Bilingual (French & English)

Education

Bachelor's Degree or DEC in business administration or sales

Tools

Zendesk

Hubspot

Job description

Join to apply for the Customer Success Specialist role at Equisoft

HYBRID – Québec City, Canada

What is Equisoft?

Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world’s leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs‑driven approach, industry knowledge, cutting‑edge technologies and experts. With its business‑driven approach, in‑depth industry knowledge, cutting‑edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

Why Choose Equisoft?

• Hiring Location: Canada (Montreal or Quebec City)
• You are welcome to work in our office, hybrid or remote
• Internal job title: Customer Success Specialist
• Full‑time Permanent Role
• Benefits available day 1: Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc
• Flexible hours
• Number of hours per week: 40
• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)

Role

The Customer Retention & Sales Specialist reports to the Manager, Customer Success and works as part of a team of two other specialists, collaborating closely with onboarding, training, and support teams. This role works directly with insurance and investment advisors and their administrative teams to understand their challenges, identify opportunities to improve products and services, and proactively drive retention and long‑term customer success.

Your Day with Equisoft

• Build and maintain trusted advisor relationships with customers to help them realize the full value of the platform and its tools.
• Serve as the primary escalation point for at‑risk customers, proactively addressing concerns to prevent cancellations.
• Partner with customers and internal cross‑functional teams to develop and execute account strategies aligned with customer goals and business needs.
• Analyze customer behavior and retention trends, compiling and presenting detailed reports to support strategic planning and decision‑making.
• Manage and grow existing subscriptions, including renewals, expansions, plan changes, claims, cancellations, and reinstatements.
• Deliver tailored software training for financial advisors through live virtual sessions and recorded webinars.
• Communicate independently and effectively with customers and internal sales teams to drive alignment and outcomes.
• Evaluate the end‑to‑end customer journey, taking a consultative approach to identify gaps, resolve challenges, and help clients achieve their objectives.
• Consistently meet or exceed retention targets set by the company or department.

Requirements

• Bachelor's Degree or DEC in business administration or sales
• Minimum of 3 years' experience in a similar role
• Proven track record of success in developing and executing customer retention strategies, driving measurable results.
• Excellent telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• The ability to multi‑task using multiple screens and systems while talking on the phone with customers.
• Ability to resolve conflict and diffuse tension.
• Strong sense of organization and prioritizing.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Team spirit, tact, diplomacy, autonomy, rigor, and discipline.
• Excellent knowledge of French & English (spoken and written).

Nice to Haves

• Personal finance knowledge
• Knowledge of Zendesk and Hubspot

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.