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 rapid-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 (Winnipeg)
🏢 Jobtailor
📍 Winnipeg