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.About the RoleAs 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 & EngagementAct as a trusted advisor to customers, deeply understanding their goals, challenges, and evolving needsDemonstrate strong user empathy and expertise in the lifecycle of a customer issue or request; you are able to read between the lines, identify root needs,



and drive toward clear, effective resolutionsMaintain crisp, thoughtful, and detail-oriented communication across all channels (email, Slack, calls, etc.)Proactively guide customers in adopting current features and understanding complex concepts in a simple, actionable wayMonitor customer health, engagement, and usage trends, and take proactive steps to improve adoption and satisfactionIdentify and mitigate risks early, ensuring a consistently high-quality customer experiencePost-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, new 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 guidanceYou are proactive and ownership-driven, anticipating customer needs and taking action before issues ariseYou thrive in ambiguity and are comfortable navigating evolving products, priorities, and customer needsWhat We're Looking For3+ years of experience in Customer Success, Enterprise Account Management, or a similar client-facing roleTrack record of driving customer retention, adoption, and long-term account growthExperience owning or supporting renewals and expansion conversations within a SaaS environmentAbility to quickly learn and confidently speak to AI-driven features and evolving product capabilitiesExperience using customer success and support tools (e.G., Vitally, Intercom) to manage customer health, engagement, and communicationSkilled at translating customer needs into clear, actionable feedback for Product and Engineering

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