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Customer Success Specialist

Montreal / Hybrid (1 day per week onsite) / Full-time

Merinio is a fast-growing, venture-backed Quebec company. We develop a workforce management SaaS platform used daily by thousands of employees across Canada and the United States. Our solution helps organizations automate shift replacement calls, reduce manual work, and improve operational communication in industries where schedules change constantly.

Our active user base is increasing rapidly, and several major multi-site enterprise deployments are planned in the coming months. We are also expanding our integration ecosystem with various ERP, HR and payroll systems to deliver a unified and highly automated experience.

We are actively investing in generative AI and autonomous agents to improve automation, decision-making, and operational forecasting. You will join a passionate team with direct access to the founders, a fast-paced learning environment, and the opportunity to make a meaningful impact.

Role Overview

We are hiring a Customer Success Specialist to lead the deployment, onboarding and success of medium to large enterprise B2B customers across Canada and the U.S.

You will configure the platform, analyze client processes, train end users, provide functional support, and contribute to improving our onboarding playbooks.

This role requires strong analytical skills, autonomy, communication abilities, and the ability to understand complex operational workflows. It is a bilingual role (French + English), based in Montreal.

Responsibilities

  • Lead full implementation projects for medium and large B2B clients.
  • Analyze customer business processes, data structures and operational workflows.
  • Configure the platform (settings, roles, permissions, structures, workflows).
  • Prepare, clean, and validate onboarding datasets (CSV/Excel).
  • Manage project timelines and communicate milestones clearly.
  • Lead training sessions for managers, supervisors and end-users.
  • Provide support and guidance throughout the onboarding period.
  • Document edge cases, lessons learned and contribute to improving our playbooks.
  • Collaborate with the Product and Sales teams to escalate platform needs or improvements.
  • Actively participate in business reviews to align goals, present usage insights, and identify upsell opportunities.
  • Participate in improving internal tools, onboarding processes and documentation.

Requirements

  • 2+ years in a customer-facing role: Customer Success, Implementation, Project Coordination, Technical Support, or similar.
  • Bilingual: French and English, written and spoken, essential for working with Canadian and U.S. customers.
  • Strong analytical abilities to translate customer processes into platform configurations.
  • Comfortable working with structured data (Excel, CSV, data mapping).
  • Excellent communication, presentation and training skills.
  • Ability to manage multiple projects and meet deadlines.
  • Familiarity with tools like HubSpot, Intercom or other CRM/support platforms is an asset.
  • Experience in sales or customer service roles is a strong asset.
  • Motivation to grow into expanded responsibilities such as account management, enterprise rollout leadership or process improvement.

Nice-to-Have

  • Experience deploying SaaS in B2B.
  • Experience in change management or group training.
  • Understanding of scheduling, operations, HR or payroll workflows.
  • Ability to collaborate effectively with product and engineering teams.

Compensation & Benefits

  • 3 weeks paid vacation + paid company shutdown between Christmas and New Year’s
  • 3 personal/sick days per year
  • Flexible working hours
  • Hybrid model: 1 mandatory day/week onsite
  • Group insurance from day one
  • Eligibility for employee stock options after probation
  • Modern office space
  • Free gym access + personal trainer + free classes: spinning, yoga, HIIT, boxing
  • Free coffee, beverages and snacks
  • Team activities all year long
  • On-site skating rink and basketball court

Growth Opportunities

You will develop operational expertise, leading to fast progression opportunities such as:

  • Account Management
  • Enterprise Implementation Lead
  • Process Optimization
  • Product feedback advisory
  • Mentoring future team members
  • Your work will directly influence customer success and Merinio’s growth.

Interested in helping organizations transform their operations?

Join Merinio and play a key role in onboarding high-impact customers while shaping the future of our platform.