About the Company
Quadbridge is a fast‑growing North American IT solutions provider. We empower businesses to navigate complex challenges daily through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we create an energetic, fun workplace where ambitious, like‑minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint.

About the Role
Customer Success Specialist delivers a scalable, high‑quality customer success experience across a defined portfolio of Managed Services clients. Supports customers in a structured, lower‑touch, one‑to‑many engagement model focused on operational visibility, service consistency, and proactive issue management.

Owns practical service coordination and customer touchpoints, including Quarterly Service Reviews focused on operational health, service performance, risks, and improvement actions. Also owns critical operational and financial functions across the Managed Services lifecycle, including onboarding, offboarding, monthly invoicing, and forecasting.

Key Responsibilities

Customer Success Management (Scaled Portfolio)

Own a portfolio of Managed Services customers operating within a standardized, lower‑touch engagement model.

Act as the primary point of contact for operational and service‑related topics, ensuring a consistent and professional customer experience.

Deliver structured customer communications and service updates aligned to the engagement model.

Conduct Quarterly Service Reviews focused on operational health, service performance, current risks, and improvement actions.

Monitor customer health and proactively identify risks to satisfaction or retention.

Reinforce service scope boundaries and ensure alignment between contracted services and delivered services.

Surface expansion opportunities and coordinate with Client Advisors and Sales teams for follow‑through.

Service Operations Ownership

Own onboarding and offboarding processes for Managed Services clients, ensuring consistency and adherence to defined standards.

Ensure onboarding and offboarding activities align with defined service models, timelines, and operational handoff requirements.

Coordinate across Service Desk, delivery teams, and internal stakeholders to ensure seamless execution of service operations.

Monitor service activity trends and identify issues impacting customer experience.

Ensure operational data accuracy across systems, including ticketing, CRM, asset tracking, and service reporting sources.

Financial Operations (Core Responsibility)





Own the end‑to‑end monthly invoicing cycle for Managed Services, including validation, coordination, exception management, and issue resolution.

Partner with Finance to ensure billing accuracy, completeness, and alignment to contracts, Service Orders, quantities, and active service scope.

Develop and maintain forecasting inputs for Managed Services revenue across the portfolio.

Monitor variances and identify risks related to billing, revenue recognition, customer changes, and forecasting accuracy.

Maintain disciplined operational records that support invoice accuracy and service visibility.

Drive consistency in operational financial processes for reliable monthly billing and forecasting.

Engagement Model & Scope Boundaries

Align to a scalable customer success model for customers requiring structured operational touchpoints.

Quarterly Service Reviews are operational reviews and are not a substitute for QBRs, technology roadmap development, or strategic planning.

Advisory‑led activities (QBRs, roadmap development, strategic planning) are owned by Client Advisor roles.

Maintain clear separation between operational service coordination and advisory engagement.

Operational Excellence & Continuous Improvement

Identify inefficiencies, inconsistencies, and gaps in operational and customer‑facing processes.

Map processes and customer journeys to improve clarity, repeatability, handoffs, and service quality.

Participate in cross‑functional initiatives to improve service delivery and customer experience.

Provide frontline insights that inform service design, operational improvements, and customer experience improvements.

Support the development and refinement of standard operating procedures, playbooks, templates, and service delivery artifacts.

You Will Be Successful In This Role If You

Can manage a scaled portfolio through structured and repeatable engagement practices.

Are disciplined with process, documentation, financial accuracy, and follow‑through.

Can balance customer communication with operational coordination and internal accountability.

Are comfortable owning recurring monthly processes where accuracy and consistency matter.

Have a continuous improvement mindset and can identify where process friction affects the customer experience.





Understand when to escalate to Client Advisors, Sales, Finance, Service Desk, or delivery leadership.

Qualifications

3‑5 years of experience in Customer Success, Managed Services, Service Operations, Billing Operations, or a related role in a technology services environment.

Understanding of managed services delivery models and recurring services operations.

Experience managing customer relationships in a structured or scaled engagement model.

Exposure to onboarding, offboarding, ticketing, service reporting, invoicing, forecasting, or service lifecycle management.

Solid organizational skills with the ability to manage multiple clients, recurring deadlines, and cross‑functional dependencies.

Analytical mindset, with the ability to interpret service data, identify trends, and translate observations into action.

Strong communication skills, maintaining alignment with customers and internal teams without overcomplicating the message.

Preferred

Experience in a Managed Services Provider (MSP), VAR, technology services, or recurring services organization.

Familiarity with Microsoft 365 and modern workplace service environments.

Experience with process mapping, service design, or operational improvement initiatives.

Experience working cross‑functionally with Service Desk, Delivery, Sales, Finance, and Customer Success teams.

Familiarity with PSA, CRM, ticketing, asset management, or billing systems.

Education & Certifications

Bachelor’s degree in Information Technology, Business, Finance, Operations, or a related field, or equivalent professional experience.

ITIL Foundation or similar service management certification is an asset.

Microsoft 365, cloud, or customer success certifications are a plus.

Benefits

RRSP program to help plan for the future.

Ongoing professional training and development opportunities.

Health, dental, life, short‑term and long‑term disability insurance plan.

Provision of equipment for remote and office work.

Monthly social and team‑building events.

Pet‑friendly offices.

Equal Opportunity Statement
Quadbridge is an equal opportunity employer, committed to diversity and inclusion in compliance with the Canadian Human Rights Act and Employment Equity Act. If you require accommodations under applicable Canadian laws during the interview process, please inform us and we will ensure your needs are met.

Work Schedule
Monday to Friday, 8:30 a.m. to 5 p.m.

Work Arrangement
Full‑time, permanent, Hybrid

Salary Range
$75,000 to $85,000, plus bonus

Application Deadline
Applications reviewed on a rolling basis.

#J-18808-Ljbffr

📌 Customer Success Specialist (Ontario)
🏢 Quadbridge
📍 Ontario