Enterprise Customer Success Specialist

AirMason; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A technology solutions provider in Canada is looking for an Enterprise Customer Success Specialist. This role involves owning strategic customer relationships and ensuring successful platform adoption. The ideal candidate should have experience in customer support, account management, and strong analytical skills. Collaboration with cross-functional teams is essential for driving retention and expansion. A bachelor’s degree in Business Administration or Marketing is preferred, with a focus on delivering ongoing customer training and engagement.

Qualifications

• 5+ years of experience in Customer Support and Account Management.
• Strong track record in fostering long-term customer relationships.
• Experience in guiding customers toward long-term success.

Responsibilities

• Own the success of AirMason’s strategic customer relationships.
• Partner closely with Sales, Product, Design, and Engineering.
• Deliver ongoing enablement and education on features.

Skills

Customer Satisfaction

Customer Retention

Analytical Skills

Clear communication

Problem-solving

Experience with SaaS platforms

Team collaboration

Education

Bachelor’s degree in Business Administration

Marketing or related field

Job description

AirMason is redefining how companies build, manage, and scale their employee experience through modern, interactive handbooks and compliance-driven workflows.

Our platform combines thoughtful design, powerful automation, and AI-driven capabilities to help organizations stay compliant, communicate clearly, and create better employee experiences at scale. From fast-growing startups to complex, multi-state enterprises, AirMason enables teams to simplify compliance while delivering a polished, on-brand experience for their workforce.

As we continue to evolve our platform and expand into more intelligent, AI-powered solutions, Customer Success plays a critical role in ensuring our customers not only adopt AirMason, but also fully realize its long-term value.

Role Description

As an Enterprise Customer Success Specialist, you will own the success of AirMason’s most strategic and complex customer relationships. You will act as a trusted advisor to enterprise stakeholders, ensuring customers successfully implement, adopt, and realize measurable value from the AirMason platform.

This is a highly cross-functional role, partnering closely with Sales, Product, Design, and Engineering to deliver seamless implementations, drive adoption, and identify opportunities for growth and expansion.

You will be responsible not just for supporting customers, but for proactively guiding them toward long-term success, retention, and partnership with AirMason.

Key Responsibilities

Customer Success & Engagement

• Strong skills in Customer Satisfaction, Customer Retention, and fostering long-term relationships
• Experience in Customer Support and Account Management
• Proficient in Analytical Skills for data-driven decision-making and identifying key performance insights
• Clear communication and problem-solving abilities
• Ability to work independently while collaborating effectively with cross-functional teams
• Experience with SaaS platforms and HR tools is a plus
• Bachelor’s degree in Business Administration, Marketing, or a related field preferred

Post-Launch Success & Adoption

• Partner with the Technical Onboarding team to ensure a smooth transition from implementation to ongoing success
• Gain deep context on each customer’s implementation, goals, and configuration
• Continue momentum post-launch by reinforcing training, adoption, and engagement strategies
• Deliver ongoing enablement, including advanced use cases, new feature education, and optimization guidance
• Own the enterprise renewal processes to ensure high retention across accounts
• Identify expansion opportunities, including additional use cases, features, or business units
• Partner with Sales on upsell and cross-sell opportunities within existing accounts
• Mitigate churn risk through proactive engagement and issue resolution

Technical Coordination & Problem Solving

• Triage and manage technical questions, working closely with Engineering and Product teams
• Translate customer needs into clear technical requirements and actionable insights
• Navigate ambiguity and complex problem-solving across technical and non-technical stakeholders

Customer Insights & Product Influence

• Advocate for the customer internally by sharing feedback, trends, and feature requests
• Identify recurring friction points and opportunities to improve the product or customer experience
• Partner with Product to inform roadmap priorities based on enterprise needs

How You Work

• You lead with empathy and curiosity, taking time to deeply understand customer needs rather than reacting at a surface level
• You communicate clearly and thoughtfully, with strong attention to detail and tone
• You enjoy helping others learn, and are energized by breaking down complex ideas into simple, actionable guidance