Client Success Specialist - Internal Only

Indeed•Toronto, ON

4d•CA$44,000 - CA$66,000

About The Position

In this role, you’ll maintain proactive, personalized client engagement across email, phone, and video, prioritizing live conversations for complex or high-impact needs. You’ll monitor account health daily, identify risks early, and take timely action to prevent churn and protect revenue. You’ll ensure full budget utilization aligned with hiring goals by removing pacing and delivery blockers, and use data and client insights to prioritize work and deliver recommendations that improve hires and ROI while driving adoption of priority products and employer tracking tools. You’ll meet documented SLAs through clear updates and consistent follow-through, maintaining thorough case documentation to preserve context and resolution paths. Partnering with Sales and internal teams, you’ll leverage resources and escalation channels to resolve complex issues. You’ll continue building product and process expertise through training and real-time application, and contribute in 1:1s by communicating wins, addressing blockers, and owning development goals.

Requirements

Requires a minimum of 2 years of related experience.
Data Proficiency: Quickly analyze operational data to identify trends, anomalies, and areas for action.
Unbiased Decision-Making: Formulate data-driven hypotheses and maintain an objective perspective when evaluating information.
Risk Prevention: Proactively assess account risk and partner with Sales to improve account health and results.
Motivational Skills: Address client issues, identify root problems, and coordinate with internal partners to develop solutions.
Adaptability & Perseverance: Navigate obstacles, drive change, take ownership, and endure through challenges to execute tasks.
Continuous Learning & Leadership: Prioritize ongoing self-improvement and take initiative to explore new opportunities and markets.
Internal Eligibility Requirements: An employee must not be on an active formal performance improvement plan (PIP), or have an active warning on their file at the time of application.
Internal Eligibility Requirements: Employees must have been in their current position for a minimum of 6 months.
Internal Eligibility Requirements: Changes in Job Profile due to reorganization/team restructure or a level up/auto promotion (ex. Account Executive to Senior Account Executive) do not affect time in role.

Responsibilities

Protect and grow revenue by identifying churn risks and executing retention and recovery strategies.
Drive measurable hiring outcomes by effectively deploying budgets and delivering data-backed optimization recommendations.
Deliver a high-quality client experience through accurate communication, clear expectations, and consistent SLA adherence.
Promote adoption of strategic products and tracking solutions to improve performance insights and attribution.
Maintain operational excellence through rigorous documentation, case management, disciplined follow-through, and progress toward KPI targets.
Resolve technical, integration, and tracking issues in partnership with internal teams and external collaborators.
Partner with Sales to align on client strategy, identify growth opportunities, and contribute to overall team effectiveness and common revenue goals.