Role Description Join our Recreation Vertical (CampBrain) as Customer Success Specialist to make a real impact every day. This is a full-time, 12-month temporary contract to cover a maternity leave. The Client Success Specialist is responsible for driving client engagement, education, communication, and satisfaction to CampBrain clients. This role serves as a key advocate for clients by ensuring they remain informed, connected, and successful in their use of CampBrain. Through strategic communication programs, educational initiatives, community engagement opportunities, and client feedback management, the Client Success Specialist helps strengthen client relationships, improve product adoption, increase customer satisfaction, and support long-term retention. The role works closely with Product, Support, Billing, and Sales teams to create meaningful client experiences and ensure the voice of the customer is represented across the organization. Responsibilities - Client Communication - Develop and contribute to communication programs that keep clients informed, engaged, and connected to CampBrain. - Contribute to the monthly client newsletter, Year in Review, product updates, and other email communication. - Contribute to any in-app communication flows and messaging. - Create client-facing content that supports awareness, adoption, and engagement. - Collaborate with Product, Support, and Marketing teams to ensure consistent messaging. - Client Education - Support client success by providing learning opportunities and educational resources that help clients maximize the value of CampBrain. - Create and write educational resources and documentation. - Coordinate and host client webinars. - Create in-app tooltips and learning content. - Identify training opportunities based on client feedback and support trends. - Promote self-service learning and best practices across the client base. - Client Engagement & Community - Create opportunities for clients to connect, learn, and share experiences with CampBrain, and their peers and industry professionals. - Be a key player in CampBrain's presence at conferences and industry events. - Assist BRAINSTORM activities and initiatives. - Facilitate Virtual User Groups. - Host Office Hours sessions. - Encourage participation in community events and engagement programs. - Build stronger relationships between clients and the CampBrain team. - Client Satisfaction & Advocacy - Monitor and improve client satisfaction by proactively gathering feedback and acting on client insights. - Assist in Net Promoter Score (NPS) initiatives and follow-up activities. - Conduct outreach to clients based on NPS responses. - Monitor client health and conduct health-check conversations. - Identify opportunities to improve the client experience. - Act as a client advocate by communicating feedback and trends internally. - Support retention efforts through proactive relationship building. - Account Support - Support client account management activities and retention initiatives. - Participate in renewal discussions when escalated or requested. - Support client retention efforts and identify potential risks. - Manage exit processes and gather feedback from departing clients. - Maintain accurate records of client interactions and outcomes. - Collaborate with internal teams to support overall client success objectives. - Cross-Functional Collaboration - Partner with teams across the organization to improve client experiences and business outcomes. - Work closely with Product teams to communicate feature updates and gather client feedback. - Collaborate with Support and Implementation teams to understand client needs and challenges. - Partner with Marketing on communication campaigns and client-facing content. Qualifications - 3+ years of experience in Customer Success, Account Management, Client Support, Marketing, Communications, Education, or related fields. - Experience managing customer-facing programs and initiatives. - Experience hosting events, webinars, training programs, or community initiatives is considered an asset. - Exceptional written and verbal communication skills. - Strong relationship-building abilities. - Experience creating educational and engagement content. - Strong project management and organizational skills. - Ability to manage multiple initiatives simultaneously. - Customer-focused mindset with a passion for improving client experiences. - Strong presentation and facilitation skills. - Ability to analyze feedback and identify opportunities for improvement. Travel Requirements - Ability to travel throughout Canada and the United States as required for conferences, client meetings, industry events, and company gatherings. - Must possess a valid passport and be eligible to enter and travel within Canada and the United States. - Ability to travel approximately 10 days/year. Expected Outcomes - Clients feel informed, supported, and connected to CampBrain. - Increased participation in educational and engagement programs. - Improved customer satisfaction and advocacy. - Stronger client relationships and loyalty. - Better visibility into client health and sentiment. - Enhanced communication between clients and internal teams. - A more engaged and successful CampBrain client community. Benefits - Starting Salary: $55,000 - $65,000 CAD. Values and Life at Xplor Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: - Find a better way - Do the right thing - Say it straight - Win together - Own the outcome Ready to apply? To start your application, please submit your resume, and we will be in touch as soon as we can. Got questions? You can email us at talentsupport@xplortechnologies.com.