AirMason is redefining how companies build, manage, and scale their employee experience through modern, interactive handbooks and compliance-driven workflows.Our platform combines thoughtful design, powerful automation, and AI-driven capabilities to help organizations stay compliant, communicate clearly, and create better employee experiences at scale. From fast-growing startups to complex, multi-state enterprises, AirMason enables teams to simplify compliance while delivering a polished, on-brand experience for their workforce.As we continue to evolve our platform and expand into more intelligent, AI-powered solutions, Customer Success plays a critical role in ensuring our customers not only adopt AirMason, but also fully realize its long-term value.Role DescriptionAs an Enterprise Customer Success Specialist, you will own the success of AirMason's most strategic and complex customer relationships. You will act as a trusted advisor to enterprise stakeholders, ensuring customers successfully implement, adopt, and realize measurable value from the AirMason platform.This is a highly cross-functional role, partnering closely with Sales, Product, Design, and Engineering to deliver seamless implementations, drive adoption, and identify opportunities for growth and expansion.You will be responsible not just for supporting customers, but for proactively guiding them toward long-term success, retention, and partnership with AirMason.Key ResponsibilitiesCustomer Success & EngagementStrong skills in Customer Satisfaction, Customer Retention,



and fostering long-term relationshipsExperience in Customer Support and Account ManagementProficient in Analytical Skills for data-driven decision-making and identifying key performance insightsClear communication and problem-solving abilitiesAbility to work independently while collaborating effectively with cross-functional teamsExperience with SaaS platforms and HR tools is a plusBachelor's degree in Business Administration, Marketing, or a related field preferredPost-Launch Success & AdoptionPartner with the Technical Onboarding team to ensure a smooth transition from implementation to ongoing successGain deep context on each customer's implementation, goals, and configurationContinue momentum post-launch by reinforcing training, adoption, and engagement strategiesDeliver ongoing enablement, including advanced use cases, current feature education, and optimization guidanceOwn the enterprise renewal processes to ensure high retention across accountsIdentify expansion opportunities, including additional use cases, features, or business unitsPartner with Sales on upsell and cross-sell opportunities within existing accountsMitigate churn risk through proactive engagement and issue resolutionTechnical Coordination & Problem SolvingTriage and manage technical questions, working closely with Engineering and Product teamsTranslate customer needs into clear technical requirements and actionable insightsNavigate ambiguity and complex problem-solving across technical and non-technical stakeholdersCustomer Insights & Product InfluenceAdvocate for the customer internally by sharing feedback, trends, and feature requestsIdentify recurring friction points and opportunities to improve the product or customer experiencePartner with Product to inform roadmap priorities based on enterprise needsHow You WorkYou lead with empathy and curiosity, taking time to deeply understand customer needs rather than reacting at a surface levelYou communicate clearly and thoughtfully, with strong attention to detail and toneYou enjoy helping others learn, and are energized by breaking down complex ideas into simple, actionable guidance

📌 Enterprise Customer Success Specialist (Ottawa)
🏢 AirMason
📍 Ottawa