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

Serving leading equipment dealers and rental houses in North America, Australia & New Zealand, and Europe, Texada Software specializes in SaaS solutions tailored for the equipment rental, sales, and service industries. Established in 1984, the company leverages extensive industry experience to offer a comprehensive platform that manages the entire equipment lifecycle. This includes everything from customer relationship management and service delivery to inventory and rental asset management. Texada's software facilitates efficient operations across multiple facets of business management, streamlining processes such as equipment rental, service management, and sales productivity through innovative tools and features designed to enhance customer engagement and operational efficiency. www.TexadaSoftware.com

At Texada We Are

Purposeful, Passionate, and Proud: We are here to make a difference - to our industry, our customers, and to each other.

Innovators & Learners: We innovate our products and our company. Our innovation involves trying new things, that sometimes work well and other times doesn't. As we try we learn, and as long as we learn we are succeeding.

Driven to improve, not to be perfect: We are fanatical about improving our products and our company. Our bias is for improvement, not perfection. Most Improved is our favorite award.

Delivering our Long-term Vision Today: We have a long-term vision for transformation in our industry. Our vision is for the long term, but we are impatient to bring it to life. We find ways bring our vision to life today.

PowerfulTogether: We recognize that while we are built from different people and cultures we are better and stronger together. We embrace our diversity with a firm commitment to being PowerfulTogether.

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 is committed to Employment Equity and encourages applications from every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity.

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.