Customer Success Specialist; ZeroTouch

Quadbridge is a fast-growing North American IT solutions provider, empowering businesses to navigate complex challenges daily, through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we strive to create an energetic, fun workplace where ambitious, like-minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint.

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Reporting to the Senior Manager, Managed Services Offer Strategy and Enablement, the Customer Success Specialist (Zero Touch) is the primary recurring customer success and operational coordination role for assigned Zero Touch customers. The role owns the customer lifecycle after sale, beginning with onboarding and continuing through steady-state service delivery, operational reviews, billing coordination, issue follow-through, and service improvement.

This role connects customer requirements, contracted service scope, warehouse and logistics activity, Managed Services technical delivery, Finance, Sales, and internal stakeholders into a clear and consistent operating rhythm. The specialist maintains customer visibility and follow-through across the service without replacing the teams accountable for warehouse execution, technical delivery, financial controls, or product direction.

The ideal candidate is highly organized, customer-oriented, operationally disciplined, and comfortable coordinating across logistics, technology services, billing, and customer-facing teams. The role requires enough technical and logistics fluency to understand Zero Touch workflows, ask good questions, and engage the right internal resources, but it is not a hands‑on warehouse management or engineering role.

• Own the recurring customer success and operational service cadence for assigned Zero Touch customers.
• Coordinate onboarding, service activity, operational reviews, billing inputs, ticket follow-through, reporting, and logistics-related customer requirements.
• Coordinate across Warehouse and Logistics, Managed Services technical delivery, Finance, Sales, and customer-facing teams to keep commitments visible and moving.
• Surface service risks, process gaps, customer-impacting exceptions, improvement opportunities, and expansion signals while maintaining clear ownership boundaries.

• Act as the primary recurring operational customer success contact for assigned Zero Touch customers.
• Build trusted working relationships with customer operational, procurement, IT, and service stakeholders.
• Maintain a proactive customer cadence through onboarding checkpoints, operational service reviews, action reviews, and issue follow-up.
• Track customer health, service risks, open commitments, exceptions, satisfaction signals, and follow-up actions.
• Ensure customer conversations remain structured, practical, and aligned to subscribed Zero Touch services and agreed operating requirements.

• Coordinate customer onboarding from signed agreement through operational readiness and transition to steady-state service.
• Maintain onboarding plans, customer operating procedures, service records, requirements, dependencies, owners, and completion evidence.
• Coordinate changes, offboarding activities, and customer-specific operating requirements across the appropriate internal teams.
• Ensure handoffs between Sales, Product Ownership, Customer Success, Warehouse and Logistics, Managed Services, and Finance are clear and complete.
• Maintain visibility into contracted service scope, Service…