Customer Success Specialist

Traction Rec; Vancouver; Remote; CAD 90,000 - 100,000; Full time

Job summary

A community-focused nonprofit technology provider seeks a Customer Success Specialist to support customers in adopting Traction Rec and Salesforce technologies. This role includes managing customer relationships, facilitating technology adoption, and collaborating with internal teams to ensure client success. Ideal candidates have relevant nonprofit experience and strong interpersonal skills. A starting salary of $90,000-$100,000 is offered, along with a commitment to diversity and inclusion.

Benefits

Competitive bonus program

Equitable compensation structure

Diversity and inclusion initiatives

Qualifications

• 2+ years of industry experience in nonprofit or relevant fields.
• Experience partnering with stakeholders to match technology solutions.
• History of managing technology platforms or acting as internal product owner.

Responsibilities

• Establish relationships with customer stakeholders.
• Drive successful product adoption and growth.
• Manage customer success engagements for new opportunities.

Skills

Industry experience in nonprofit or community centers

Stakeholder engagement

Change management

CRM product ownership

Exceptional interpersonal skills

Collaboration and team building skills

Decision-making ability

Tools

Salesforce

Job description

This role is open to remote based candidates based in Canada with a preference for PST/EST

We’re looking for a Customer Success Specialist to join our team and be part of our next stage of growth. As our Customer Success Specialist your top priority is to support our customers during evaluation, implementation and long term adoption of Traction Rec and Salesforce technologies. You will use your industry experience and technology expertise to assist customers managing change, evolving their business process and maximizing their technology investment. You will work cross functionally with our professional services, support and sales teams to enable the success of our customers.

Who we are

At Traction Rec, community is at the heart of everything we do. We empower nonprofit organizations like YMCAs, Jewish Community Centers (JCCs), Boys & Girls Clubs of America (BGCA), and Salvation Army Kroc Centers to strengthen their communities through great technology built on the Salesforce platform. By enabling these organizations to deliver their services more efficiently, we help them focus on creating meaningful connections and driving positive change where it matters most.

We believe that business is a powerful force for good. As part of this belief, we’ve committed to the Pledge 1% for the Planet, dedicating 1% of our time, product, profit, or equity to supporting environmental and community causes. This commitment reflects our dedication to creating a positive impact that extends beyond technology.

Our passion for community and innovation has earned us recognition, including:

• Salesforce Nonprofit Sales Partner of the Year and ISV Partner of the Year
• Globe & Mail's Top Growing Companies of 2024 and 2025
• Deloitte's Technology Fast 50 winner
• Deloitte's Technology Fast 500 winner

Values

At Traction Rec, we live our values: Community, Authenticity, Impact, Fun, and Growth. As a Living Wage Certified employer in British Columbia, we are dedicated to supporting not just the communities we serve but also the people who make it all happen—our team.

If you’re passionate about making a difference and want to join a company that puts community first, we’d love to have you on this journey with us. Together, let’s create stronger, healthier, and more connected communities.

Skills

• 2+ years of industry experience in nonprofit, community center or relevant industries or equivalent combination of education and experience
• Experience partnering with stakeholders to match technology solutions to business value
• History of rolling out technology transformation solutions managing change communication, stakeholder training and leadership alignment
• History of managing technology platforms or acting as internal product owner of CRM or similar tools (direct experience with Salesforce is an asset)
• Exceptional interpersonal skills including excellent written and verbal communication skills, and presentation skills
• Strong collaboration and team building skills, with ability to work with all levels and roles of an organization effectively
• Demonstrated ability to independently make informed and effective decisions

What You Will Be Doing

• Leverage people, process and technical delivery to add to value to customer and stakeholder engagements
• Establish relationships with customer stakeholders and executive sponsors and manage those relationships through customer lifecycle as needed
• Drive successful product adoption and growth through managing clients through success plans and tracking efforts and outcomes.
• Identify red accounts and usher resources to address account obstacles through best practices and product solutions to remediate account risks
• Partner with customer support teams to ensure growth and success of our customers
• Become a trusted advisor for new and existing clients
• Manage customer success engagements to identify, solution, and assist implementing new adoption opportunities
• Ability to identify challenges, diagnose issues, provide insights and recommendations, and develop proactive solutions to solve business objectives
• Implement established performance criteria and metrics to measure client health and success
• Partner with sales teams to manage renewal processes with customers
• Identify and mitigate customer renewal risks
• Travel to visit clients onsite (when required)

Compensation

At Traction Rec, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

The starting salary band for this role is $90,000-$100,000. Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role.

Please note that the range details above reflect the base pay only and does not include our competitive bonus program and benefits that we offer.

If you’re interested, so are we! Send your resume our way, and let’s chat.

At Traction Rec, we believe that diversity and inclusion are essential to our success. We are committed to building a team that reflects the diversity of the communities we serve, and we actively seek and welcome candidates from all backgrounds. Our hiring process is designed to be fair, welcoming, and respectful to all candidates, regardless of race, ethnicity, religion, gender, sexual orientation, age, ability, or any other characteristic protected by law. We believe that diversity brings unique perspectives and experiences that can enhance our team and drive innovation, and we are committed to providing equal opportunity and support to all candidates. We encourage everyone to bring their authentic selves to the interview process and join us in building a diverse and inclusive culture at Traction Rec.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Please note that employment is contingent on the successful completion of background and reference checks.