MakeShift is an AI-powered workforce scheduling platform that helps organizations of all sizes manage complex labor environments with ease. The platform supports regulated industries, unionized workplaces, and multi-location operations while maintaining compliance with labor laws, collective agreements, and fatigue rules.

Recognized by Gartner Digital Markets and G2 for industry leadership and user adoption, MakeShift serves customers across healthcare, retail, public sector, manufacturing, and other sectors.

Role Description The Customer Success Specialist is a full-time remote role focused on helping customers achieve maximum value from the MakeShift platform. In this position, the specialist will onboard new clients, provide ongoing support, and guide users through product features and best practices. Daily responsibilities include responding to customer inquiries, troubleshooting issues, documenting solutions, and escalating technical problems when necessary.

The specialist will monitor customer health metrics, identify opportunities for improvement, and collaborate with internal teams to enhance the customer experience. This role also involves gathering feedback, contributing to knowledge base content, and supporting training sessions and product demonstrations.

Responsibilities

Implementation & Onboarding

- Own the implementation & onboarding process with new MakeShift clients
- Develop detailed project plans and schedules working with clients to help meet their internal deadlines
- Follow through on action plans with clients by working cooperatively to adhere to project timelines and expectations




- Help ensure internal and client-facing, implementation-related documents are complete and accurately up to date on an ongoing basis

Account Management & Support

- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- Provide post-implementation support for MakeShift clients ensuring that their use of the software continues to meet their expectations
- Elevate concerns and/or issues by appropriately communicating with those who need to be involved internally as well as with the client
- Identify, build, and develop working relationships with MakeShift clients by acquiring their feedback before, during, and after the implementation process
- Appropriately share client feedback on an ongoing basis with team members

Revenue Growth & Expansion

- Execute, track, and manage various revenue generation and expansion campaigns such as account renewals, upsell campaigns, etc.
- Identify and pursue upselling opportunities, including additional services, licenses, and new modules
- Track and manage revenue generation, expansion and retention initiatives through CRM platform
- Grow MakeShift's customer testimonials, client case studies,



and referrals database by proactively seeking out new clients who are willing to provide the above

Product & Solutions Development

- Help strengthen the product by ensuring client feedback informs product development

Requirements

- Strong customer-facing experience, including Customer Service and Customer Support skills.
- Motivated to thrive in a fast-paced, innovative, and highly cooperative environment
- Very proficient with technology and technical concepts (iOS, Android, Mac, Windows)
- Strong analytical mind with proven attention to detail and experienced problem-solving skills
- Proven ability to proactively take initiative and work independently with clients as required
- Must be a self-starter and motivated to work in a remote environment
- Strong, client- and solution-focused with exceptional interpersonal communication skills (oral and written)
- Excellent Communication skills, both written and verbal, suitable for remote collaboration and client engagement.
- Strong time management skills, self-motivated and comfortable handling multiple projects simultaneously
- Bonus points: Bilingual in French and English, but all interested applicants are encouraged to apply

Perks of MakeShift

- Fully remote work environment, allowing for flexibility and work-life balance.
- Comprehensive benefits package.
- Retirement savings plan with RRSP match up to 5%.
- Professional growth opportunities, including annual allowances for training and development.
- Opportunity to contribute to ideas and have your input valued.

📌 Customer Success Specialist (Canada)
🏢 MakeShift
📍 Canada