Customer Success Specialist

Quadbridge•Kitchener, ON

12d•CA$75,000 - CA$85,000•Hybrid

About The Position

The Customer Success Specialist is responsible for delivering a scalable, high-quality customer success experience across a defined portfolio of Managed Services clients. This role supports customers operating within a structured, lower-touch, one-to-many engagement model focused on operational visibility, service consistency, and proactive issue management. The role owns practical service coordination and customer touchpoints, including Quarterly Service Reviews that are focused on operational health, service performance, risks, and improvement actions. In parallel, the role owns critical operational and financial functions across the Managed Services lifecycle, including onboarding, offboarding, monthly invoicing, and forecasting.

Requirements

3-5 years of experience in Customer Success, Managed Services, Service Operations, Billing Operations, or a related role in a technology services environment.
Understanding of managed services delivery models and recurring services operations.
Experience managing customer relationships in a structured or scaled engagement model.
Exposure to onboarding, offboarding, ticketing, service reporting, invoicing, forecasting, or service lifecycle management.
Strong organizational skills with the ability to manage multiple clients, recurring deadlines, and cross-functional dependencies.
Analytical mindset, with the ability to interpret service data, identify trends, and translate observations into action.
Strong communication skills, with the ability to keep customers and internal teams aligned without overcomplicating the message.
Bachelor’s degree in Information Technology, Business, Finance, Operations, or a related field, or equivalent professional experience.

Nice To Haves

Experience in a Managed Services Provider (MSP), VAR, technology services, or recurring services organization.
Familiarity with Microsoft 365 and modern workplace service environments.
Exposure to process mapping, service design, or operational improvement initiatives.
Experience working cross-functionally with Service Desk, Delivery, Sales, Finance, and Customer Success teams.
Familiarity with PSA, CRM, ticketing, asset management, or billing systems.
ITIL Foundation or similar service management certification is an asset.
Microsoft 365, cloud, or customer success certifications are a plus.

Responsibilities

Own a portfolio of Managed Services customers operating within a standardized, lower-touch engagement model.
Act as the primary point of contact for operational and service-related topics, ensuring a consistent and professional customer experience.
Deliver structured customer communications and service updates aligned to the agreed engagement model.
Conduct Quarterly Service Reviews, focused on operational health, service performance, current risks, and improvement actions.
Monitor customer health and proactively identify risks to satisfaction or retention.
Reinforce service scope boundaries and ensure alignment between contracted services and delivered services.
Surface expansion opportunities and coordinate with Client Advisors and Sales teams for follow-through.
Own onboarding and offboarding processes for Managed Services clients, ensuring consistency and adherence to defined standards, except for large or strategic engagements where a higher-touch onboarding model is required.
Ensure onboarding and offboarding activities align with defined service models, timelines, and operational handoff requirements.
Coordinate across Service Desk, delivery teams, and internal stakeholders to ensure seamless execution of service operations.
Monitor service activity trends and identify issues impacting customer experience.
Ensure operational data accuracy across systems, including ticketing, CRM, asset tracking, and service reporting sources.
Own the end-to-end monthly invoicing cycle for Managed Services, including validation, coordination, exception management, and issue resolution.
Partner with Finance to ensure billing accuracy, completeness, and alignment to contracts, Service Orders, quantities, and active service scope.
Develop and maintain forecasting inputs for Managed Services revenue across the portfolio.
Monitor variances and identify risks related to billing, revenue recognition, customer changes, and forecasting accuracy.
Maintain disciplined operational records that support invoice accuracy, service visibility, and leadership reporting.
Drive consistency in operational financial processes so Managed Services has reliable monthly billing and forecasting discipline.
Identify inefficiencies, inconsistencies, and gaps in operational and customer-facing processes.
Map processes and customer journeys to improve clarity, repeatability, handoffs, and service quality.
Participate in cross-functional initiatives to improve service delivery and customer experience.
Provide frontline insights that inform service design, operational improvements, and customer experience improvements.
Support the development and refinement of standard operating procedures, playbooks, templates, and service delivery artifacts.