Senior Specialist, Customer SuccessThe OpportunityReporting to the Senior Manager, Customer Experience, the Senior Specialist, Customer Success is responsible for building strong customer relationships and ensuring customers realize maximum value from CPA Canada products, services, and programs.
This role partners closely with Customer Service, Product, Marketing, Sales, and other business teams to drive onboarding, adoption, engagement, renewal readiness, and customer retention. The successful candidate will take a proactive, data-informed approach to identifying opportunities, mitigating risks, and improving the overall customer experience.
This role can be fully remote in Canada or hybrid and aligned to our Toronto, Vancouver or Montreal CPA Canada office. The targeted annual salary range for this position is $82,200 - $103,900 and is commensurate with experience. What You Will Do- Develop and execute proactive customer engagement strategies designed to improve adoption, satisfaction, retention, and overall customer success.
- Monitor customer health indicators and identify risks, barriers to adoption, or disengagement trends.
- Proactively engage customers to address challenges, reinforce value, and support successful outcomes.
- Partner with internal stakeholders to coordinate solutions, remove obstacles, and improve the customer experience.
- Identify re-engagement opportunities for inactive or at-risk customers and execute targeted retention strategies.
- Gather and communicate customer feedback, insights, and trends to support continuous improvement and inform business decisions.
- Identify and promote customer advocacy opportunities, including testimonials, case studies, referrals, and participation in customer programs.
- Identify and champion opportunities to leverage automation, AI, and digital tools to improve customer outcomes and operational efficiency, working in partnership with IT and business stakeholders to support adoption and implementation.
- Maintain accurate customer records, engagement activities, and performance metrics.
What You Bring- Postsecondary education in Business, Commerce, Customer Experience, Communications, Marketing, or a related field.
- 5+ years of experience in Customer Success, Account Management, Customer Experience, Relationship Management, Membership Engagement, or a related customer-facing role.
- Demonstrated ability to build trusted relationships and influence stakeholders at various levels.
- Strong customer-centric mindset with a passion for helping customers achieve successful outcomes.
- Experience managing customer portfolios and driving adoption, engagement, retention, or renewal activities.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Excellent verbal and written communication skills.
- Strong organizational and project management skills with the ability to manage multiple priorities.
- Experience using CRM systems and customer engagement tools.
- Experience working in a membership-based, professional services, education, or B2B environment is considered an asset.
- Knowledge of AI-enabled customer engagement tools, customer journey optimization, and digital adoption strategies is considered an asset.
What it's like to work hereAt CPA Canada, we're proud to foster a welcoming and inclusive workplace that celebrates diversity and promotes health and wellness for all employees. We believe in offering a flexible and balanced work environment, where staff can thrive both professionally and personally. Our headquarters are located in downtown Toronto, with regional offices in Vancouver & Montreal. As part of the CPA Canada team, you'll enjoy competitive salary, comprehensive benefits, a robust defined contribution pension plan, and ongoing professional development opportunities. We also offer remote and hybrid working arrangements, regular social events, and a strong employee volunteer program. At CPA Canada, we're always striving for improvement, working together to build a high-performing, innovative organization that creates value for Canadian CPAs and represents the profession, nationally and internationally.
Organization values
We create a collaborative and constructive culture through our values:
• Lead with Integrity • Customer First • Bold Thinking • Pursue Excellence • Continuous Growth
