Program Adoption Advisor

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

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\Your role asProgram Adoption Advisor\<\/b\>\<\/p\>\

Dialogue is looking for a Program Adoption Advisor to take part in our mission to help people improve their wellbeing. Your role will be to support daily Customer Success operations, strengthen relationships with our SMB clients, and help optimize processes that drive retention and satisfaction.\<\/p\>\

This is a great opportunity for someone who wants to build a strong foundation in Customer Success while contributing meaningfully to client experience and operational excellence. Want to join our exceptional team in an evolving industry? Good news — we saved you a seat!\<\/p\>\

\What you’ll be doing\<\/b\>\<\/p\>\

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• Deliver best-practice insights to internal teams and clients by providing strategic, actionable recommendations that support the selection and implementation of high-impact strategies to drive registration, utilization, and overall program effectiveness\
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• Develop segment-specific engagement strategies by creating tailored playbooks that reflect unique user behaviors, channel preferences, and platform limitations to drive impact and long-term retention, with clear, actionable recommendations\
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• Understand the client’s reality, business context, and needs through thorough discovery, and analyze industry trends and client data to identify content gaps, addressing them by developing new assets or adapting existing materials\
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• Partner strategically with Customer Success, Product, and Marketing teams to support key initiatives that drive engagement optimization, strengthen the end-to-end member journey, and improve client and member outcomes by leveraging insights to inform workflow, onboarding, and retention strategies\
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• Support scalable execution of programs by coordinating logistics for Health & Wellness sessions and launches, ensuring smooth delivery and a frictionless experience for clients and members\
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\We’d love to hear from you if you have\<\/b\>\<\/p\>\

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• Strong written and verbal communication skills in both French and English\
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• A solution-oriented mindset with the ability to analyze industry data, identify performance gaps, and deliver creative, high-impact solutions\
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• Experience working cross-functionally with Product, Marketing, and Customer Success teams to streamline the member and client journeys and improve internal workflows\
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• A background in adapting content into targeted tools that drive engagement across the entire client journey, from onboarding to long-term retention.\
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• Excellent organizational skills and the ability to manage multiple priorities with care and precision\
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• Comfort working with digital tools and learning new systems quickly\
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• 5+ years experience in Customer Success, marketing, or customer strategy within a SaaS or service-based environment\
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\At Dialogue, your well-being is our priority\<\/b\>\<\/p\>\

Taking care of others also means taking care of our team! Depending on your role and employment status , you could have access to the following benefits:\

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• Access to the Dialogue app and virtual mental health support for you and your family\
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• Benefits plan, a health spending account, dental coverage, and fitness reimbursement\
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• 4 weeks vacation, 9 wellness days, and 1 volunteer day\
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• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles\
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• Work abroad up to 4 weeks/year\
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• Incentive plans, referral bonuses & RRSP matching\
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• Learning via Coursera, external training budget & mentorship\
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• Optional parental leave top-up\
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The posted salary range represents the expected hiring range for this role. At Dialogue, where a candidate’s offer lands within the range is determined by relevant experience, demonstrated skills, and qualifications.\