- 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 fast-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

- Solid Communication
- Strategic Collaboration
- Escalation Handling

Industry Keywords

- Heavy Equipment Industry
- Enterprise Customers
- Mid-Market Customers

Tools & Technologies

- CRM Software
- Customer Engagement Tools

#J-18808-Ljbffr

📌 Customer Success Specialist (Mississauga)
🏢 Jobtailor
📍 Mississauga