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DESCRIPTION

Looking to grow your career where your customer care, relationship building and service mindset make a real impact in a fast-growing innovative company?

Join the 360.Agency team! We’re experts in creating web and marketing solutions for Canadian automotive dealers.

360.Agency is looking for a Customer Success Specialist.

In this role, you will manage an assigned portfolio of dealership clients to monitor their satisfaction, identify potential risk signals and actively contribute to retention. You will work closely with the Customer Success Manager, as well as the Sales and Support teams, to prioritize high-value actions, coordinate strategic follow-ups and intervene when important issues arise. Your service mindset, organization, analytical thinking and proactive approach will be key to creating a positive, sustainable and results-driven customer experience.

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MAIN TASKS AND RESPONSIBILITIES

• Manage an assigned portfolio of dealership clients and monitor customer health, engagement indicators and satisfaction signals.
• Intervene when dissatisfaction, adoption issues or risk indicators appear. 
• Collaborate closely with Sales and Support teams to prioritize, orient and drive resolution on cases requiring elevated attention.
• Contribute to churn reduction by proactively improving overall customer experience and long-term client retention.
• Identify improvement opportunities, participate in process documentation and help deploy optimization initiatives.
• Prepare and maintain follow-up reports and dashboards linked to satisfaction, usage, engagement and retention KPIs.
• Medium-term: identify upsell and add-on opportunities aligned with client needs.

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REQUIRED QUALIFICATION

• Experience in customer success / client retention / customer relationship role — ideally in a tech or SaaS environment.
• Fully bilingual (French / English).
• Strong interpersonal communication skills, diplomacy and customer mindset.
• Analytical, curious, strategic thinking with ability to dig deeper into root causes.
• Autonomous, organized, proactive and structured.
• Ability to manage multiple priorities while delivering high-quality follow-through.