Customer Success Specialist

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, **Amilia SmartRec** streamlines operations, optimizes facility management, and simplifies program and membership management.

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement.

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually.

Caring is at the core of Amilia’s culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do.

**What you can expect**:
Customer success isn’t just a department—it’s the heartbeat of how we deliver value. Our clients don’t just buy software; they invest in outcomes, and that’s where you come in. As a Customer Success Specialist, you’ll be the trusted guide our SMB customers rely on to help them get the most out of our platform.
You’ll act as a strategic advisor—proactively guiding customers to unlock the full value of our platform. By understanding their goals, anticipating needs, and driving adoption, you'll help them scale with confidence. If you're energized by building lasting partnerships and turning business objectives into measurable outcomes, this is your chance to make a meaningful impact.

**You will be responsible for**:
**Account Management & Success**
- Proactively identify growth opportunities, such as upselling and cross-selling, to drive revenue growth and maximize customer value.
- Develop retention strategies to accurately forecast renewals and mitigate risks to limit churn and secure longer contract renewals.
- Ensure successful product adoption by providing customers with resources such as knowledgebase articles, tutorials, and webinars.
- Collaborate with cross-functional teams to drive business-wide adoption and deepen product proficiency.
- Inspire client advocacy by earning trust, delivering results, and generating referrals that expand our footprint and reputation within customer organizations.
- Act as the single point of contact for all account-related matters, managing a high number of customers across different stages of the account lifecycle.

**Performance Data & Communication**:

- Maintain accurate records of customer interactions in our CRM (Salesforce) to ensure data integrity.
- Deliver effective documentation and communication of account activities to internal and external stakeholders.
- Monitor customer activity trends to assess potential churn risks and provide proactive guidance and action plans.
- Track and forecast key performance indicators (KPIs) and communicate account performance regularly.

**What we want from you**:

- 3+ years of experience in an account management role, preferably in B2B settings.
- Proficiency in MS Office Suite and CRM tools (e.g., Salesforce).
- Bachelor's degree or diploma in a relevant field.
- Strong project management skills and ability to chair meetings and host webinars at all organizational levels.
- Excellent English verbal and written communication skills in both French and English
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Proven ability to collaborate and build strong relationships with customers.
- Experience in the e-commerce or SaaS industries, a strong asset.

**What you will get from us**:

- A competitive and progressive salary.
- A group RRSP employer contribution up to 5%.
- A complete benefits package for you and your family.
- An Employee Assistance Program (EAP) and a Telemedicine service.
- A $750 wellness allowance per year.
- 4 weeks' vacation and 8 sick days yearly.
- The possibility of working in the office or at home, and up to 3 months abroad per year *conditions apply.
- A strong work-life balance: flexible hours, and year-round mini-Fridays.
- Skill development opportunities through engaging workshops, trainings, access to Udemy and opportunities to attend conferences.
- Companywide and team bonding activities to connect with your peers throughout the year.
- Weekly Bootcamp and Pilates classes for Amilia.
- 25% discount on annual membership for STM and EXO.
- Up to 15 hours of group volunteering paid per year.
- In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.