Customer Success Specialist

Radius Fire Protection; Richmond; On-site; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Stability & Growth

Comprehensive Benefits Package

Career Development

Vibrant Team Culture

Make a Real Impact

Be Proud of Where You Work

Job summary

Radius Fire Protection is seeking a Customer Success Specialist to support the sales team and strengthen client relationships before and after the sale.

You will handle proposals, quotes, and lead qualification while coordinating calendar bookings and inquiries. Post-sale, you will conduct courtesy calls to ensure satisfaction and uncover opportunities to upsell Radius services. This on-site role offers a base salary plus an annual KPI-based bonus.

Qualifications

• Experience in Sales Support or Inside Sales is preferred.
• Strong proposal development and quoting skills.
• Comfort with lead qualification and CRM data management.

Responsibilities

• Support the Sales Team with administrative tasks, proposals, quotes, and follow-ups.
• Qualify inbound leads and coordinate calendar bookings and campaign inquiries.
• Lead post-sale engagement through courtesy calls to gather feedback and identify upsell opportunities.
• Collaborate with Sales, Operations, and Marketing to ensure a smooth customer journey.

Skills

Sales support

Lead management

CRM proficiency

Customer success

Proposal development

Tools

HubSpot

CRM

Outlook

Microsoft Office

Job description

Position Details

We are seeking a motivated and customer-focused individual to join our team as a Customer Success Specialist. In this role, you’ll play a key part in supporting the sales team while strengthening client relationships both pre- and post-sale.

You will begin by working closely with the Fire Sales Team, handling essential administrative functions such as proposal development, quotes, and follow-ups. You’ll also manage inbound lead qualifications, coordinate calendar booking and email campaign inquiries, and ensure seamless handoffs to the appropriate sales representatives.

Post-sale, you’ll take the lead on client courtesy calls - thanking clients for their business, gathering feedback, identifying unmet needs, and uncovering opportunities to introduce additional Radius services.

Compensation includes a competitive base salary plus an annual bonus plan tied to Key Performance Indicators (KPIs), with total annual compensation ranging from $55,000 to $70,000.

Incentives

• Stability & Growth: Join an industry that never stops. Fire and security services are essential to protecting people, property, and businesses, creating consistent demand and long-term career stability. With strong year-over-year growth and exciting expansion plans ahead, now is a great team to join us!
• Comprehensive Benefits Package: Enjoy extended health and dental coverage, RRSP matching, a monthly profit-sharing bonus, and access to our Employee & Family Assistance Program.
• Career Development: We’re passionate about your growth. Take advantage of paid internal and external training, plus continuous learning opportunities to grow your career within the organization.
• Vibrant Team Culture: We know how to have fun— It’s part of our DNA! From team outings and pub nights to virtual game sessions, spirit weeks, and community volunteer events. You’ll feel connected, supported, and celebrated.
• Make a Real Impact: Your voice matters here. We love seeing team members bring forward ideas and watch them come to life. You’ll be empowered to make meaningful contributions every day.
• Be Proud of Where You Work: We have a strong reputation and are proud to be a trusted name in the communities we serve. When you join our team, you’re part of something bigger.

Job Description

Sales Team Administrative Support

• Accurate and timely creation of proposals, quotes, and follow-ups.
• Champion AI initiatives to improve efficiencies for all admin functions.
• Ensure all CRM records and documentation are kept up to date.

Lead Qualification & Triage

• Monitor and triage inbound leads from calendar bookings, websites, and campaigns.
• Accurately qualify leads and assign them to the correct sales representative; ensuring no leads are left unattended.
• Book appointments on behalf of sales reps where appropriate.

Customer Integration & Post-Sale Engagement

• Conduct follow-up courtesy calls, within 1 week of sale completion, to confirm customer experience and inquire about other services they could benefit from, as well as seeking referrals.
• Gather customer feedback and elevate to the appropriate team if required.
• Identify opportunities to upsell and cross-sell products and services to our customers.
• Maintain professional, service-focused communication with every client touchpoint.

Team & Culture Contribution

• Support collaboration across sales, operations, and marketing.
• Model a culture of responsiveness, client focus, and proactive problem solving.
• Contribute to team meetings, knowledge sharing, and continuous improvement.
• Participate in Client Sales Events as needed (Golf Tournaments, Lunch & Learns, etc.).

Requirements

• Sales Acumen: Previous experience in Sales Support, Inside Sales, Account Management, or Customer Success is preferred, with a strong understanding of proposal development, quoting, lead management, and supporting customers throughout the sales process.
• Communication Skills: Exceptional verbal and written communication skills, with a warm and professional approach to phone and email interactions. You’re confident communicating with customers and internal teams and know how to make every interaction feel positive and helpful.
• Customer Focus: Naturally customer-focused, with the ability to build strong relationships and “customers for life.”
• Organization & Time Management: Highly organized and detail-oriented, with the ability to manage multiple customers, requests, quotes, and priorities at once while staying on top of deadlines and follow-ups.
• Tech Savvy: Comfortable learning and using CRM systems and sales tools, with experience using platforms such as HubSpot considered an asset. Proficient with everyday office technology, including Outlook, Microsoft Office, and other digital tools.
• Team Player: A collaborative and dependable team player who enjoys working closely with Sales and other internal teams. You bring a positive attitude, take ownership of your work, and contribute to a supportive and team-oriented environment.