Customer Success Specialist

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HYBRID – Québec City, Canada

Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world’s leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs‑driven approach, industry knowledge, cutting‑edge technologies and experts. With its business‑driven approach, in‑depth industry knowledge, cutting‑edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

• Hiring
  
  Location:
  
  Canada (Montreal or Quebec City)
• You are welcome to work in our office, hybrid or remote
• Internal job title:
  Customer Success Specialist
• Full‑time Permanent Role
• Benefits available day 1:
  Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc
• Flexible hours
• Number of hours per week: 40
• Educational Support (Linked In Learning, LOMA Courses and Equisoft University)

The Customer Retention & Sales Specialist reports to the Manager, Customer Success and works as part of a team of two other specialists, collaborating closely with onboarding, training, and support teams. This role works directly with insurance and investment advisors and their administrative teams to understand their challenges, identify opportunities to improve products and services, and proactively drive retention and long‑term customer success.

• Build and maintain trusted advisor relationships with customers to help them realize the full value of the platform and its tools.
• Serve as the primary escalation point for at‑risk customers, proactively addressing concerns to prevent cancellations.
• Partner with customers and internal cross‑functional teams to develop and execute account strategies aligned with customer goals and business needs.
• Analyze customer behavior and retention trends, compiling and presenting detailed reports to support strategic planning and decision‑making.
• Manage and grow existing subscriptions, including renewals, expansions, plan changes, claims, cancellations, and reinstatements.
• Deliver tailored software training for financial advisors through live virtual sessions and recorded webinars.
• Communicate independently and effectively with customers and internal sales teams to drive alignment and outcomes.
• Evaluate the end‑to‑end customer journey, taking a consultative approach to identify gaps, resolve challenges, and help clients achieve their objectives.
• Consistently meet or exceed retention targets set by the company or department.

• Bachelor's Degree or DEC in business administration or sales
• Minimum of 3 years' experience in a similar role
• Proven track record of success in developing and executing customer retention strategies, driving measurable results.
• Excellent telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• The ability to multi‑task using multiple screens and systems while talking on the phone with customers.
• Ability to resolve conflict and diffuse tension.
• Strong sense of organization and prioritizing.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Team spirit, tact, diplomacy, autonomy, rigor, and discipline.
• Excellent knowledge of French & English (spoken and written).

• Personal finance knowledge
• Knowledge of Zendesk and Hubspot

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.