Customer Success Specialist

Reports to: Director, Customer Success Department: Customer Success Location: Greater Toronto Area; Hybrid (work from home with regular in-office collaboration) About Texada Texada 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 . The Role At 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. We'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. This 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. Work Location and Travel Remote/Hybrid work environment (primarily remote work with occasional travel to Mississauga office). Travel to customer locations may be required from time to time. Candidates should be authorized to work in Canada without restriction or sponsorship. What You'll Own Account 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. Relationship 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. Renewal 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. Expansion 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. Adoption 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. 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. Key Performance Indicators (KPIs) 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. Retention: Improve or maintain retention rate across your book by reducing preventable churn and increasing customer satisfaction. Expansion: Identify and influence expansion opportunities through adoption growth, feature activation, and strategic check-ins; work collaboratively with Sales to qualify and convert leads. Customer Coverage: Maintain a consistent cadence of proactive outreach across your book of business with a focus on risk and growth prioritization. Adoption Activity: Track feature and module usage trends among your accounts, and ensure adoption gaps get routed to the Adoption Specialist team. What We're Looking For 4+ years of experience in Customer Success or Account Management, with a focus on enterprise and mid-market customers. Experience owning renewals, expansions, or account-based growth targets — ideally with direct NRR or retention accountability. Ability to work strategically with multiple departments, including Product, Sales, Marketing, Adoption Specialists, and Delivery/PRO, to drive product adoption and customer value. Proven ability to manage multiple accounts in a fast-paced SaaS environment. This is a specialist customer experience role requiring some escalation handling. Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization. Familiarity with the heavy equipment industry is a plus. Our Core Values Purposeful, Passionate, and Proud — Making a difference for our industry, our customers, and each other. Innovators & Learners — We try new things. As long as we're learning, we're succeeding. Driven to Improve, Not to Be Perfect — "Most Improved" is our favorite award. Delivering our Long-term Vision Today — A long-term vision, brought to life now. PowerfulTogether — Different people, different cultures, stronger together. Texada 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. We 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. Compensation Base Range: CAD $62,000–$76,000; Bonus: 15% quarterly bonus