Customer Success Representative I bei Texada Software

Position: Customer Success Representative I

Reports to: Director, Customer Success

Department: Customer Success

Job Description

At Texada, we’re building the most comprehensive platform for equipment rental, sales, and service companies. We believe in making complex operations simple, driving real outcomes for our customers, and building long-lasting partnerships.

We’re looking for a proactive, customer-focused Customer Success Representative (CSR I) to support a high-volume, tech-enabled customer segment. These customers are managed through a scaled engagement model that prioritizes timely, meaningful outreach based on need - such as requests for guidance, growth potential or signs of risk - rather than a set cadence or formal review schedule.

This is a high-efficiency, impact-driven role ideal for someone who thrives in a fast-paced environment, enjoys working across a wide variety of customers, and is motivated by solving problems, spotting trends, and helping users get the most out of their investment in Texada.

Work Location and Travel

• Remote/Hybrid work environment (primarily remote work with occasional travel to Mississauga office).
• Travel to customer locations may be required from time to time.
• Candidates should be authorized to work in Canada without restriction or sponsorship.

How You Will Be Contributing

• Conduct Proactive Outreach: Engage at-risk or growth-ready accounts through targeted check-ins to uncover needs and next steps.
• Enable Product Adoption & Growth: Guide customers to underutilized or newly released features aligned to their goals, using usage benchmarks or success stories to build interest.
• Lead Health Conversations: Facilitate short, purpose-driven calls to identify blockers, opportunities, and customer satisfaction risks.
• Support Scaled Communications: Help deliver one-to-many campaigns (emails, webinars, feature guides) that drive awareness and usage.
• Identify and Share Risk Signals: Log expansion and churn risk signals in a structured way, collaborating with internal teams for appropriate handoffs.

Key Performance Indicators (KPIs)

• Revenue Retention: Improve or maintain retention rate within your account segment by reducing preventable churn and increasing customer satisfaction.
• Expansion Influence: Identify and influence expansion opportunities through adoption growth, product activation, and strategic check-ins; work collaboratively with Sales to qualify and convert leads.
• Customer Coverage: Maintain a consistent cadence of proactive outreach across the book of business with a focus on risk and growth prioritization.
• Adoption Activity: Track and drive increased usage of key features and modules among targeted accounts.

What Success Looks Like

• Demonstrable gains in customer satisfaction and product usage that correlate to stronger account retention and .
• Increased ARR through influenced expansion and deeper product adoption within your segment.
• Net Revenue Retention improvements driven by proactive risk mitigation and uncovering upsell opportunities.
• Consistent identification, documentation, and escalation of churn risks or growth signals with clear next steps.
• Scalable, repeatable outreach workflows that maximize customer coverage and drive measurable outcomes.

What We Are Hoping to Find in Your Background

• 2+ years in Customer Success, Account Management, or Customer-Facing roles.
• Strong communication skills - you know how to make a 15-minute call impactful.
• A proactive mindset and ability to prioritize outreach based on data or intuition.
• Ability to manage a large portfolio with minimal hand-holding.
• Comfort with light product demos or guiding customers through software tools.
• Proficiency in Hubspot is a +.
• Basic understanding of common AI tools and their impact on business operations, customer experience, and ethical considerations such as data privacy.

How We Work Smarter

While we’re still in the early stages of using AI in our day-to-day operations, we’ve started utilizing tools like Gemini and lightweight automations to help this role scale its reach. You’ll be part of our journey in testing and adopting smart workflows that allow us to work faster and deliver better outcomes for our customers.

Who you will be working for

Texada is the leading growth engine for equipment dealerships and rental businesses with one purpose-built platform. From CRM, quoting, to rentals, service, parts, and fleet management, we connect your teams and give them the tools to work faster, smarter, and drive growth.

Whether you're a full-line dealership with rental operations or a dedicated rental company, Texada delivers industry-proven software that adapts to your workflows and scales with your business.

Built for the real-world complexity of equipment, our cloud-based platform is trusted by leading dealerships and rental businesses around the globe.

Work Better. Grow Faster. Stay in Control.

www.TexadaSoftware.com

At Texada We Are…

• Purposeful, Passionate, and Proud: What motivates us day to day. 
• Always Learning from Innovation:  As long as we are learning, we are succeeding. 
• Focused on Improvement, not Perfection:  We are fanatical about improving our products, our processes, our team, our systems.  
• Delivering our Long-term Vision Today:  We are impatient to bring our vision to life.  
• PowerfulTogether:  We embrace our various strengths and diversity with a firm commitment to being more PowerfulTogether.

Texada is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.  Texada fosters an inclusive and accessible environment. If you need assistance or accommodation during the recruitment process, you may contact us during the interview process and we will work with you to support your request.