Customer Success Specialist

Graybar Canada is looking for people with a desire to start a long-lasting career at one of the oldest and largest wholesale electrical distributors in Canada.

Graybar Canada is a leader in the distribution of high quality electrical, automation, and telecommunications products that supports these operations through related supply chain management and logistics services. Graybar Canada operates more than 35 branches across Canada. As one of Canada's largest employee-owned companies, Graybar Canada has the power and stability of a big corporation and the integrity and drive of a neighborhood business.

Graybar Canada has an exciting career opportunity available. We are currently seeking a Customer Success Specialist (Automation) to join our Atlantic Regional Office in Dartmouth, NS.

Graybar Canada offers a competitive compensation and benefits package including:

• No Evening or Weekend Shifts
• TELUS Health Virtual Care
• Cost shared Health and Dental Benefits
• Life & AD&D Insurance
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Summary:

As a key member of the Atlantic Automation Solutions & Services team, the Customer Success Specialist is responsible for driving customer retention, expanding recurring revenue, and delivering an exceptional customer experience. This role manages a portfolio of customers with service, support, and subscription-based agreements, ensuring they achieve maximum value from their investments in our Solutions & Services offerings.

The successful candidate will proactively oversee contract renewals, build strong customer relationships, identify opportunities for service expansion and cross-functional solutions, and collaborate with internal teams to support customer success objectives. By acting as a trusted advisor, the Customer Success Specialist helps customers achieve their operational goals while contributing to the continued growth and profitability of the business.

Requirements:

• Own the renewal process for service & subscription contracts in the assigned account portfolio.
• Track renewal dates, prepare renewal proposals, mitigate risks of non-renewal.
• Collaborate with sales or account management to secure renewal agreements before contract expiry.
• Onboard new customers (or new services within existing customers) to ensure they are setup correctly and begin receiving value early.
• Drive adoption of subscribed services and solutions – monitor usage, conduct health checks, identify gaps.
• Identify opportunities to expand services / solutions usage or upgrade subscription tiers.
• Work with sales/support/technical teams to propose additional services or features aligned with customer needs.
• Serve as primary customer contact post-sale for services/solutions offerings.
• Develop and maintain relationships with key stakeholders in customer organization (operations, plant/maintenance/engineering, finance).
• Conduct periodic review meetings (Quarterly Business Reviews or similar) to communicate value delivered, ROI, performance metrics, usage, roadmap.
• Monitor account health indicators (service usage, support issues, feedback) to proactively address issues.
• Escalate or coordinate internal resources (technical, support, delivery) as needed to resolve issues.
• Create action plans for at-risk customers.
• Use CRM / CSM tools (e.g. Salesforce, etc.) to maintain accurate account data, contract status, renewal pipeline.
• Track KPIs such as Renewal Rate, Churn Rate, Net Dollar Retention, ARR growth, Customer Satisfaction (NPS, CSAT), Time-to-Value.
• Report regularly to leadership on portfolio performance vs targets.
• Coordinate closely with Sales, Delivery / Implementation / Field Service Teams, Technical Support, Finance to ensure alignment in customer expectations and contract commitments.
• Provide feedback to product & service development teams about customer needs, feature gaps, market demands, etc.
• Customer Success & Experience Improvement
• Develop customer success plans for strategic/large accounts.
• Drive customer education, enablement (training, documentation, best practices) to ensure customers can leverage the full value of the services/solutions

Desired Skills & Experience:

• Experience in customer success, account management, or a related role, preferably in a B2B / industrial, automation, or technology service environment.
• Demonstrated track record of managing renewal targets, ARR, or subscription-based contracts.
• Strong interpersonal, communic