Own Net Revenue Retention across a dedicated customer portfolio, including retention, expansion, and renewal outcomes
Monitor account usage and health signals to prioritize proactive outreach based on risk and growth potential
Run regular check-ins and health conversations with users and decision-makers
Lead renewal conversations, secure renewals, minimize downsell, and address pricing or contract concerns
Identify, qualify, and close expansion opportunities involving add-on modules, user-tier increases, and additional product adoption
Partner with Sales on expansion deal support
Identify underutilized features and route activation and enablement work to Adoption Specialists
Track adoption outcomes and incorporate them into customer relationships
Contribute to scaled outreach such as campaigns, webinars, and guides
Collaborate with Product, Support, Adoption Specialists, Sales, Marketing, and Delivery/PRO
Track KPIs including NRR, retention, expansion, customer coverage, and adoption activity
Requirements 4+ years of experience in Customer Success or Account Management, focused on enterprise and mid-market customers
Experience owning renewals, expansions, or account-based growth targets, ideally with direct NRR or retention accountability
Ability to work strategically with Product, Sales, Marketing, Adoption Specialists,



and Delivery/PRO
Proven ability to manage multiple accounts in a quick-paced SaaS environment
Specialist customer experience experience requiring some escalation handling
Strong relationship management skills
Ability to engage with management and individual contributors across the customer organization
Familiarity with the heavy equipment industry is a plus
Authorized to work in Canada without restriction or sponsorship
Core Competencies Demonstrates expertise in Net Revenue Retention, account management, and customer success strategies, with a focus on proactive outreach and relationship management. Proven ability to drive renewals, expansions, and adoption outcomes in a fast-paced SaaS environment.
Highest-signal resume keywords Net Revenue Retention (NRR)
Account Management
Customer Success
SaaS Experience
Relationship Management
ATS Optimization Keywords Hard Skills Renewal Management
Expansion Opportunities
KPI Tracking
Account-Based Growth
Customer Coverage
Soft Skills Strong Communication
Strategic Collaboration
Escalation Handling
Industry Keywords Heavy Equipment Industry
Enterprise Customers
Mid-Market Customers
Tools & Technologies CRM Software
Customer Engagement Tools

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📌 Customer Success Specialist (Ontario)
🏢 Jobtailor
📍 Ontario