Full-Time Customer Success Representative II

At Texada Software, we are dedicated to delivering exceptional customer experience by placing our customers and users at the heart of everything we do. Our Customer Success team plays a key role in engaging with our technology, driving retention, and fostering global account growth.

As a Customer Success Representative II, you'll manage a portfolio of high-value enterprise and mid-market accounts, ensuring customers see the value of their investment in Texada.

While onboarding is managed by a dedicated team, the Customer Success Representative ensures that customers receive immediate value through the successful delivery of use cases defined during implementation. CSRs work closely with Account Executives on renewals and expansions and collaborate with teams across Support, Professional Services, Project Management, Sales, and Marketing.

This role offers an exciting opportunity to join a fast-growing Customer Success team as we refine processes like business reviews, outreach, and escalation handling.

Texada is experiencing accelerated growth, and we're looking for an adaptable, self-driven CSR who is passionate about creating outstanding customer experiences!

How You Will Be Contributing

• Manage a portfolio of enterprise and mid-market customers, ensuring they achieve value from Texada's platform by leveraging the products implemented during the onboarding process.
• A CSR II focuses on a targeted group of clients with a 1:1 approach.
• Increase monthly active users (MAUs) by driving product adoption and engagement while also identifying potential growth opportunities.
• Work closely with Account Executives to align on renewal and expansion strategies by demonstrating the ongoing value of the platform.
• Conduct Strategic Check-ins to review progress, discuss goals, and reinforce the value Texada provides.
• Proactively monitor account health, usage, and engagement metrics to identify potential risks and take corrective action.
• Serve as a product ambassador and advocate, ensuring customers are aware of new features, best practices, and ways to optimize their use of Texada's products.

What We Are Hoping to Find in Your Background

• 3-5 years of experience in Customer Success or Account Management, with a focus on enterprise and mid-market customers.
• Ability to work strategically with multiple departments, including Product, Sales, and Marketing to drive product adoption and customer value.
• Proven ability to manage multiple accounts in a fast-paced SaaS environment.
• This is a specialist customer experience role requiring some escalation handling.
• Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization.
• Familiarity with the heavy equipment industry is a plus.

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