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Added 6 mins ago
TW
Director of Environmental Services (Temporary)
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- Full-time
servicing and repair operations to maintain home, equipment, furnishings, fixtures, and grounds in proper condition.
Added 6 mins ago
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- Full-time
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IV
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- Full-time
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Added 20 mins ago
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Added 21 mins ago
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Brand Program Manager (12-month contract) - EN 461
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Added 50 mins ago
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Added 50 mins ago
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Texada Software

Customer Success Specialist

Toronto, ON, Canada
Greater Toronto and Hamilton Area, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 5, 2026
Experience: 4+ years of experience in Customer Success or Account Management, with a focus on enterprise and mid-market customers.
Posting language: English
Posted: Oct 6, 2026

Original job description

Position: Customer Success Specialist

Reports to: Director, Customer Success

Department: Customer Success

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.

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More about this job

Responsibilities

Own retention, renewals, and expansion outcomes across a customer portfolio by monitoring account health, prioritizing proactive outreach, and leading customer relationships and commercial conversations. Partner with Adoption Specialists, Sales, Product, and Support to address adoption gaps, identify growth opportunities, and improve net revenue retention.

Requirements

Requires 4+ years of Customer Success or Account Management experience, preferably with enterprise and mid-market customers, and experience owning renewals, expansions, or account growth targets. Candidates should be able to manage multiple SaaS accounts, build relationships across customer organizations, handle some escalations, and collaborate across departments; heavy equipment industry familiarity is a plus.

Skills

Customer Success
Account Management
Net Revenue Retention
Renewal Management
Customer Retention
Expansion Sales
Relationship Management
Account Health Monitoring
Customer Outreach
SaaS
Product Adoption
Cross-Functional Collaboration
Escalation Handling
Commercial Negotiation
Customer Portfolio Management

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Account Management
Net Revenue Retention
Retention
Renewals
Expansion Revenue
SaaS
Heavy Equipment
Equipment Rental
Dealerships
Industrial CRM
Service Management
Rental Management
Cloud-Native Platform
API-First System
Mobile Applications
Artificial Intelligence
Account Health
Customer Outreach
Product Adoption
Feature Activation
Customer Satisfaction
Churn Prevention
Downsell Reduction
Cross-Functional Collaboration
Escalation Handling
Customer Portfolio
Webinars
Customer Check-Ins

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