Full Time HybridCustomer Success SpecialistCustomer Success SpecialistVersion Française plus basMontreal / Hybrid (1 day per week onsite) / Full-timeMerinio is a fast-growing, venture-backed Quebec company. We develop a workforce management SaaS platform used daily by thousands of employees across Canada and the United States. Our solution helps organizations automate shift replacement calls, reduce manual work, and improve operational communication in industries where schedules change constantly.Our active user base is increasing rapidly, and several major multi-site enterprise deployments are planned in the coming months. We are also expanding our integration ecosystem with various ERP, HR and payroll systems to deliver a unified and highly automated experience.We are actively investing in generative AI and autonomous agents to improve automation, decision-making, and operational forecasting. You will join a passionate team with direct access to the founders, a fast-paced learning setting, and the opportunity to make a meaningful impact.Role OverviewWe are hiring a Customer Success Specialist to lead the deployment, onboarding and success of medium to large enterprise B2B customers across Canada and the U.S.You will configure the platform, analyze client processes, train end users, provide functional support, and contribute to improving our onboarding playbooks.This role requires strong analytical skills, autonomy, communication abilities, and the ability to understand complex operational workflows. It is a bilingual role (French + English), based in Montreal.ResponsibilitiesLead full implementation projects for medium and large B2B clients.Analyze customer business processes, data structures and operational workflows.Configure the platform (settings, roles, permissions, structures, workflows).Prepare, clean, and validate onboarding datasets (CSV/Excel).Manage project timelines and communicate milestones clearly.Lead training sessions for managers, supervisors and end-users.Provide support and guidance throughout the onboarding period.Document edge cases, lessons learned and contribute to improving our playbooks.Collaborate with the Product and Sales teams to elevate platform needs or improvements.Actively participate in business reviews to align goals, present usage insights, and identify upsell opportunities.Participate in improving internal tools,



onboarding processes and documentation.Requirements2+ years in a customer-facing role: Customer Success, Implementation, Project Coordination, Technical Support, or similar.Bilingual: French and English, written and spoken, essential for working with Canadian and U.S. customers.Strong analytical abilities to translate customer processes into platform configurations.Comfortable working with structured data (Excel, CSV, data mapping).Excellent communication, presentation and training skills.Ability to manage multiple projects and meet deadlines.Familiarity with tools like HubSpot, Intercom or other CRM/support platforms is an asset.Experience in sales or customer service roles is a strong asset.Motivation to grow into expanded responsibilities such as account management, enterprise rollout leadership or process improvement.Nice-to-HaveExperience deploying SaaS in B2B.Experience in change management or group training.Understanding of scheduling, operations, HR or payroll workflows.Ability to collaborate effectively with product and engineering teams.Compensation & Benefits3 weeks paid vacation + paid company shutdown between Christmas and New Year's3 personal/sick days per yearFlexible working hoursHybrid model: 1 mandatory day/week onsiteGroup insurance from day oneEligibility for employee stock options after probationModern office spaceFree gym access + personal trainer + free classes: spinning, yoga, HIIT, boxingFree coffee, beverages and snacksTeam activities all year longOn-site skating rink and basketball courtGrowth OpportunitiesYou will develop operational expertise, leading to fast progression opportunities such as:Account ManagementEnterprise Implementation LeadProcess OptimizationProduct feedback advisoryMentoring future team membersYour work will directly influence customer success and Merinio's growth.Interested in helping organizations transform their operations?Join Merinio and play a key role in onboarding high-impact customers while shaping the future of our [email protected]écialiste du succès clientVersion Française plus basMontréal / Hybride (1 jour par semaine au bureau) / Temps pleinMerinio est une entreprise québécoise en forte croissance, financée par du capital de risque. Nous développons une plateforme SaaS de gestion des effectifs utilisée par des milliers d'employés au Canada et aux États-Unis.Nous intégrons plusieurs clients majeurs multi-sites dans les prochains mois, tout en élargissant nos intégrations (ERP, RH, paie) et en ajoutant des fonctionnalités d'IA générative pour améliorer l'automatisation et la prise de décision.Vous rejoindrez une équipe passionnée, avec accès direct aux fondateurs et un environnement structuré pour apprendre rapidement.RôleNous recherchons un·e Spécialiste du succès client pour diriger l'implantation de clients B2B (moyens et grands comptes). Vous serez responsable de la configuration de la plateforme, de l'analyse des processus clients et de la formation des utilisateurs.Ce poste exige une excellente capacité analytique, une bonne compréhension des opérations clients et un sens marqué du service. Le rôle est bilingue (FR/EN).ResponsabilitésDiriger l'implantation complète des nouveaux clients.Analyser les processus internes, structures organisationnelles et besoins opérationnels.Configurer la plateforme (paramètres, permissions, rôles, workflows).Préparer, valider et importer les données clients (CSV, Excel).Gérer les échéanciers, communications et attentes du projet.Donner des formations aux gestionnaires et utilisateurs.Fournir du support fonctionnel pendant l'onboarding.Documenter les cas clients, problèmes rencontrés et bonnes pratiques.Collaborer avec les équipes produit et technique pour les améliorations.Identifier des opportunités d'optimisation ou d'expansion chez les clients.Contribuer à l'amélioration de nos outils et processus d'implantation.Profil recherché2+ ans d'expérience dans un rôle client (Success, implémentation, support, coordination, projet).Bilingue français / anglais (oral et écrit).Excellentes compétences analytiques et organisationnelles.Bonne aisance avec des données structurées (CSV, Excel).Excellentes habiletés de communication et présentation.Capacité à gérer plusieurs projets en parallèle.

📌 Customer Success Specialist (Montreal)
🏢 Merinio
📍 Montreal