Customer Success Specialist

About the role

Nixa is creating a dedicated Customer Success role to help customers get started successfully, integrate the platform into their daily work, and achieve lasting value.

As our Customer Success Specialist, you will manage customer relationships, build tailored demo environments, configure workspaces, and guide onboarding and training. You will provide consistent follow-up to encourage adoption, address barriers, and support customer retention.

This is a hands-on role for someone who enjoys understanding how businesses operate, translating needs into practical solutions, and helping people use technology confidently.

What you will do
Manage customer relationships

• Act as the primary contact for a portfolio of customer accounts.
• Understand each customer’s goals, workflows, key contacts, and evolving needs.
• Maintain clear account records, commitments, and next steps.
• Coordinate with internal teams to resolve blockers and keep customers informed.
  

Build tailored demos and configure solutions

• Work with Sales to understand prospect requirements and prepare relevant demo environments.
• Configure workspaces, workflows, and platform features around real business use cases.
• Support or lead platform demonstrations and document requirements for onboarding.
• Create clear, structured requests for Development when data migration or customization is required.
  

Guide onboarding and training

• Coordinate the handoff from Sales, ensuring customer goals, requirements, and commitments are documented.
• Guide customers through setup, training, and their first meaningful results.
• Establish onboarding milestones and follow up on progress.
• Adapt training to different user roles and levels of technical confidence.
• Help develop reusable guides, tutorials, and training resources in French and English.
  

Drive adoption and retention

• Help customers make the platform part of their daily operations.
• Monitor engagement and proactively address barriers to adoption.
• Conduct regular check-ins to review progress, gather feedback, and reinforce value.
• Identify retention risks early and coordinate action plans.
• Support renewal readiness and introduce additional customer needs to Sales for commercial follow-up.
  

What you bring

• Fluency in spoken and written French and English, including the ability to lead customer conversations, demonstrations, and training in both languages.
• Relevant experience in customer success, account management, software onboarding, sales or a similar customer-facing role.
• The ability to understand business processes and translate customer needs into clear requirements and practical workflows.
• Strong communication, presentation, and training skills.
• Excellent organization and follow-through across multiple accounts and priorities.
• Initiative, sound judgment, and a collaborative approach to problem-solving.

Assets: Experience with SaaS platforms, CRM systems, workflow automation, AI tools, or business software implementation.

What success looks like

• Customers have a reliable point of contact and clear next steps.
• Onboarding leads to timely results and confident platform use.
• Users adopt the platform in their daily work.
• Adoption barriers and retention risks are identified and addressed early.
• Customer requirements and internal handoffs are clear and well documented.
• Customer insights and reusable resources improve the experience as Nixa grows.
  

#nixalife

Join a Montreal technology company where people, relationships, and innovation shape how we work. We value open communication, continuous learning, and everyone’s contribution. You will work in a supportive, bilingual team where your ideas matter and your work has a direct impact on our customers and company.