Customer Success Specialist-Bilingual

Customer Success Specialist

Montreal, QC · Full-time · Hybrid

About the role

As Nixa’s Customer Success Specialist, you’ll help customers go from their first demo to using the platform confidently in their daily work. You’ll manage customer relationships, set up workspaces around real business needs, and create training resources that make the platform easier to learn.

Account Management:

• Customer relationships: Act as the primary day-to-day contact for assigned customers, build an understanding of their objectives and stakeholders, and maintain regular communication throughout onboarding and ongoing use.
• Onboarding planning: Review the Sales handoff, confirm customer goals and agreed scope, and establish an onboarding plan with clear milestones, responsibilities, next steps, and timelines.
• Workspace configuration, templates, and blueprints: Translate customer workflows into practical workspace setups using standard platform features. Assist with creating, organizing, and maintaining reusable customer templates, blueprints, and asset libraries - for example, building a template and asset library for the Newsletter Studio plugin. Adapt and test these resources for customer use cases and keep them current as the platform evolves. Validate the setup with the customer and refer technical requirements to the appropriate team.
• Training and enablement: Prepare and deliver onboarding sessions, product walkthroughs, and follow-up training tailored to customer needs. Help users understand how to apply platform features to their everyday work.
• Adoption and value realization: Follow customer progress toward onboarding milestones and agreed outcomes, identify obstacles to use, and recommend practical actions that help customers gain value from the platform.
• Account follow-up and documentation: Keep account information, meeting notes, action items, customer commitments, and onboarding status current. Follow through on outstanding items and keep customers informed of progress.
• Request intake and coordination: Capture customer questions, issues, and requests; route technical support, data migration, and custom development requests to the appropriate team; and keep customers informed of next steps. The specialist's involvement is limited to intake, handoff, and communication. Technical assessment, scoping, estimates, execution, and delivery commitments belong to the responsible team.
• Retention and account development: Monitor engagement and customer feedback, identify signs of dissatisfaction or reduced adoption, and coordinate actions to support retention and renewal readiness. Identify additional needs and refer commercial opportunities to Sales.
• Process improvement and customer insights: Develop reusable onboarding checklists, guides, training materials, and account management practices. Share recurring questions, product feedback, adoption challenges, and account progress with the Head of Growth and relevant teams.

Pre-sales:

• Demo preparation: Work with Sales to understand the prospect’s business, use cases, audience, and objectives for the demonstration, and confirm the workspace requirements and preparation timeline.
• Demo workspace creation: Build and configure workspaces that illustrate relevant workflows, platform features, and practical business scenarios. Use sample or appropriately authorized data and prepare a coherent experience tailored to the prospect.
• Demo readiness and maintenance: Test key workflows before demonstrations, check that sample content and features work as intended, and keep reusable demo environments and templates current as the platform evolves.
• Participation in sales-led demos: Join demonstrations as needed to explain features, walk through agreed product scenarios, and answer practical usage questions. Coordinate technical or product questions with the relevant team when further validation is required.
• Handoff to onboarding: Document relevant workflows, requirements, questions, and expectations identified during demo preparation or participation, and coordinate with Sales to support a clear transition after the sale.
• Sales ownership: Sales leads sales-led demonstrations and owns the sales process, including commercial follow-up, proposals, pricing, negotiations, and closing. The specialist contributes workspace preparation and product expertise. For direct purchases, CS handles onboarding and product walkthroughs without requiring Sales involvement. Approved CS scope - November 2, 2026 (decision owner: Marc Adam, Growth Sync): CS handles handoffs, demos, training, customer communications and escalation coordination; direct purchases do not require Sales involvement. Source: https://nixa.ca/app/documents/entries/5632. Technical troubleshooting, data migration and custom development delivery remain outside this role; CS captures and routes requests and communicates next steps.

Marketing:

• Content planning: Translate priorities set by the Head of Growth into a practical content schedule, identifying useful topics from platform features, customer questions, onboarding needs, and common use cases.
• Written content: Research, draft, revise, and prepare articles, guides, tutorials, and other agreed materials that explain the platform clearly and help prospective and existing customers understand its practical applications.
• YouTube production: Manage the production of platform demonstrations and feature tutorials from concept to publication, including outlining, scripting, preparing demo workspaces, screen recording, filming, editing, and publishing.
• On-camera presentation: Present platform features and workflows confidently and clearly on camera, using accessible language and examples suited to the intended audience.
• Content quality and accuracy: Verify product information and demonstrations, coordinate review with the Head of Growth or relevant internal experts, and apply agreed brand, messaging, and publishing standards.
• Content maintenance and reuse: Update materials as features and workflows change, organize source files and published assets, and adapt approved content into other useful formats or channels as directed.
• Content performance: Monitor agreed measures such as views, engagement, recurring customer questions, and use of educational resources. Share observations and recommend improvements to content clarity, relevance, and usefulness.
• Other marketing support: Support other marketing initiatives and tasks as directed by the Head of Growth, within agreed priorities and available capacity.

What you’ll bring

You communicate clearly in English and French, enjoy learning how businesses work, and can turn a customer’s needs into a practical setup or a clear walkthrough. You’re comfortable presenting live and on camera, and you’re organized about following through on what customers need.

#nixalife

We’re a Montreal technology company with a supportive, bilingual team. You’ll have room to shape how we onboard and train customers as we grow, and you’ll see the impact of your work in how they use the platform every day.