Hybrid Program Adoption Specialist

Dialogue; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

4 weeks vacation

Wellness days

Learning budget

Mentorship

RRSP matching

Health & dental coverage

Work abroad up to 4 weeks/year

Job summary

Dialogue is seeking a Program Adoption Advisor to support daily Customer Success operations, strengthen relationships with SMB clients, and optimize processes that drive retention and satisfaction. This role offers a path to build a strong foundation in customer success while contributing to client experience and operational excellence.

The ideal candidate will have bilingual English/French communication, a solution-oriented mindset, and experience in SaaS.

Qualifications

• 5+ years experience in Customer Success, marketing, or customer strategy within a SaaS or service-based environment.
• Proven ability to work cross-functionally with Product, Marketing, and Customer Success teams.
• Innovative thinker who translates data into actionable recommendations.
• Experience developing segment-specific engagement strategies.
• Strong written and verbal communication in English and French.
• Excellent organizational skills and the ability to manage multiple priorities.

Responsibilities

• Deliver best-practice insights to internal teams and clients by providing strategic, actionable recommendations to drive registration, utilization, and program effectiveness.
• Develop segment-specific engagement strategies with tailored playbooks reflecting user behaviors and channel preferences to drive long-term retention.
• Understand client context and needs through discovery, and analyze data to identify content gaps and create or adapt assets.
• Partner with CS, Product, and Marketing to support initiatives that improve engagement and the end-to-end member journey.
• Coordinate logistics for Health & Wellness sessions and launches to ensure smooth delivery and frictionless experiences for clients and members.

Skills

French and English

Strong communication

Cross-functional collaboration

Content adaptation

Organizational skills

Digital tools

SaaS experience

Job description

Dialogue is seeking a Program Adoption Advisor to support daily Customer Success operations, strengthen relationships with SMB clients, and optimize processes that drive retention and satisfaction. This role offers a path to build a strong foundation in customer success while contributing to client experience and operational excellence.

The ideal candidate will have bilingual English/French communication, a solution-oriented mindset, and experience in SaaS.