{"id":791625,"url":"https://alion.io/job/texadasoftware-customer-success-specialist","title":"Customer Success Specialist","company":{"id":694367,"name":"Texada Software","domain":"texadasoftware.com","url":"https://alion.io/company/texadasoftware","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":36},"experience_years_min":4,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-26T18:58:30Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-21T20:22:56Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"Reports to: Director, Customer Success\nDepartment: Customer Success\nLocation: Greater Toronto Area; Hybrid (work from home with regular in-office collaboration)\nAbout Texada\nTexada powers the world of equipment. Our purpose-built platform is the growth engine for heavy equipment dealerships and rental businesses, connecting sales, service, and rental on a single cloud-native, API-first system. With Industrial CRM, Equipment-Aware Service Management, and Intelligent Rental Management - now extended with mobile and AI applications - Texada gives equipment businesses the tools to work faster, smarter, and grow with confidence. Learn more at www.TexadaSoftware.com.\nThe Role\nAt Texada, we're building the most comprehensive platform for equipment rental, sales, and service companies. We believe in making complex operations simple, driving real outcomes for our customers, and building long-lasting partnerships.\nWe're looking for a proactive, customer-obsessed Customer Success Representative to own Net Revenue Retention (NRR) - retention, expansion, and renewal outcomes - across a dedicated segment of our customer portfolio. You'll engage accounts intelligently and efficiently based on need, risk signals, or growth potential, prioritizing where your time and attention will have the most commercial impact.\nThis is not a reactive support role. This is about proactively reaching out, building high-impact relationships, and driving real revenue outcomes for Texada and our customers. You'll own the commercial side of the relationship - health, renewal, and expansion - while partnering closely with our Adoption Specialist team, who handle hands-on feature activation and enablement work. Together, you'll drive measurable NRR growth and customer success.\nWork Location and Travel\nRemote/Hybrid work environment (primarily remote work with occasional travel to Mississauga office).Travel to customer locations may be required from time to time.\nCandidates should be authorized to work in Canada without restriction or sponsorship.\n\nWhat You'll Own\nAccount Health & Prioritization: Monitor usage and health signals across your book to identify which accounts need proactive attention, and build your outreach cadence around risk and opportunity rather than a fixed schedule.\nRelationship Management: Run regular check-ins and health conversations with both day-to-day users and decision-makers - understand what's working, surface blockers, and build the trust that makes renewal and expansion conversations easier.\nRenewal Ownership: Lead renewal conversations and own the outcome for your book - securing renewal, minimizing downsell, and addressing pricing or contract concerns before they become risk.\nExpansion Growth: Identify, qualify, and close expansion opportunities - add-on modules, user-tier increases, and additional product adoption - partnering with Sales where deal support is needed.\nAdoption Partnership: Spot underutilized features or functionality during customer conversations and route hands-on activation and enablement work to the Adoption Specialist team, staying looped in on outcomes so you can bring them back into the relationship.\n Cross-Functional Alignment: Contribute to scaled outreach (campaigns, webinars, guides) and collaborate with Product, Support, and Adoption Specialists to keep customer signals and next steps aligned across teams.\nKey Performance Indicators (KPIs)\n Net Revenue Retention (NRR): Own and grow NRR across your book of business - the combined outcome of renewal, retention, and expansion revenue, net of churn and downsell.\nRetention: Improve or maintain retention rate across your book by reducing preventable churn and increasing customer satisfaction.\nExpansion: Identify and influence expansion opportunities through adoption growth, feature activation, and strategic check-ins; work collaboratively with Sales to qualify and convert leads.\nCustomer Coverage: Maintain a consistent cadence of proactive outreach across your book of business with a focus on risk and growth prioritization.\nAdoption Activity: Track feature and module usage trends among your accounts, and ensure adoption gaps get routed to the Adoption Specialist team.\nWhat We're Looking For\n4+ years of experience in Customer Success or Account Management, with a focus on enterprise and mid-market customers.\nExperience owning renewals, expansions, or account-based growth targets - ideally with direct NRR or retention accountability.\nAbility to work strategically with multiple departments, including Product, Sales, Marketing, Adoption Specialists, and Delivery/PRO, to drive product adoption and customer value.\nProven ability to manage multiple accounts in a fast-paced SaaS environment.\nThis is a specialist customer experience role requiring some escalation handling.\nStrong relationship management skills and the ability to engage with management and individual contributors across the customer organization.\nFamiliarity with the heavy equipment industry is a plus.\nOur Core Values\nPurposeful, Passionate, and Proud - Making a difference for our industry, our customers, and each other.\nInnovators & Learners - We try new things. As long as we're learning, we're succeeding.\nDriven to Improve, Not to Be Perfect - \"Most Improved\" is our favorite award.\nDelivering our Long-term Vision Today - A long-term vision, brought to life now.\n PowerfulTogether - Different people, different cultures, stronger together.\nTexada is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities.\nWe are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. Texada fosters an inclusive and accessible environment. If you need assistance or accommodation during the recruitment process, you may contact us during the interview process and we will work with you to support your request.\nCompensation Base Range: CAD $62,000-$76,000; Bonus: 15% quarterly bonus","description_format":"text","description_chars":6276,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-09-12T03:41:45Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.559,"p_room":0.45,"age_days":55,"expected_fill_days":32,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/texadasoftware-customer-success-specialist","json_url":"https://alion.io/job/texadasoftware-customer-success-specialist.json","meta":{"generated_at":"2026-10-21T21:01:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29872,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":694367},"rest":"https://alion.io/mcp/rest/get_company?id=694367"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftexadasoftware-customer-success-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftexadasoftware-customer-success-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftexadasoftware-customer-success-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/texadasoftware-customer-success-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftexadasoftware-customer-success-specialist"}]}