Customer Success Representative II

Job Description

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, 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!

Work Location and Travel

Ideally, candidates will reside in the Greater Toronto Area. Employees have the option to work from home or from our Mississauga (Greater Toronto area) office, with occasional meetings at our Mississauga office. Travel to customer locations may be required from time to time.

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.

About our Customers

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 don'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 to 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 an accommodation during the recruitment process, you may contact us at and we will work with you to support your request.