Associate Customer Success Manager

Intrado Life & Safety, Inc. • Montreal, QC

9h

About The Position

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.
The Associate Customer Success Manager supports customers through their onboarding and adoption journey by helping them understand how to use products effectively, monitoring for potential risks, and coordinating with internal teams to drive positive outcomes. This role works under guidance to build relationships with customers, support success plan execution, and contribute to overall customer satisfaction and retention.
The Associate Customer Success Manager collaborates with internal teams to ensure a smooth customer experience and helps identify opportunities to improve processes, engagement, and product adoption.

Requirements

• 2+ years of experience in customer-facing roles such as customer success, account coordination, customer support, or related field
• Basic familiarity with CRM systems such as Salesforce or D365 preferred
• Strong communication and organizational skills
• Ability to manage multiple tasks and prioritize in a fast-paced environment
• Willingness to learn customer success methodologies and tools
• Proficiency in Microsoft Office (Word, PowerPoint, Excel)

Nice To Haves

• Exposure to SaaS environments or technical platforms preferred but not required

Responsibilities

• Support the development of relationships with assigned customers to promote engagement and long-term satisfaction
• Serve as a day-to-day contact for customer inquiries, ensuring timely responses and escalation of issues as needed
• Assist in delivering a positive customer experience by following established service standards and processes
• Help identify opportunities for account growth by recognizing customer needs and sharing insights with senior team members
• Guide customers through onboarding activities, including product education, workflows, and best practices to support adoption
• Track and review basic customer performance metrics, escalating trends, risks, or concerns to senior team members
• Assist in investigating customer issues, documenting findings, and supporting resolution efforts
• Help maintain accurate customer records, updates, and action items in internal systems
• Collaborate with internal teams to support customer needs, ensuring tasks and follow-ups are completed
• Act as a liaison for routine updates between customers and internal stakeholders
• Share customer feedback with internal teams to help improve products, services, and processes
• Learn and apply customer success best practices to continuously improve personal effectiveness and team contributions

Benefits

• medical
• dental
• vision
• life and disability coverage
• paid time off
• Registered Retirement Savings Plan (RRSP)
• tuition reimbursement
• paid parental leave
• access to a comprehensive library of personal and professional training resources
• employee discounts
• insurance coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level