Job Description

  • Job Reference:47321CN_1715787942

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Charlene Nieves

  • Job Location: Toronto

  • Job Title: Customer Success Specialist - B2B

  • Job Salary: $50,000 - $60,000 Per Annum

Job Start Date: ASAP

The Retention Specialist is responsible for supporting growth by retaining existing clients through our super service strategy, identifying clients who have additional needs and closing both upsell and new business leads successfully. This role involves managing the retention, renegotiation, and renewal process for existing contracts and agreements. Your focus will be to optimize the customer experience to drive revenue growth and foster long-term relationships. This is a full-time in office position in Downtown Toronto, off Union Station.

Day-to-Day Duties and Responsibilities

* Meet and exceed all quarterly growth targets.
* Meet and exceed all individual KPIs.
* Engage with clients to understand their needs, concerns, and objectives related to contract renewal.
* Negotiate contract terms and conditions with clients, ensuring alignment with organizational objectives and client needs.
* Collaborate with cross-functional teams, including sales, account management, and legal, to facilitate the retention, renegotiation, and renewal process.
* Maintain accurate records of client interactions, negotiations, and outcomes in Salesforce.
* Monitor contract expiration dates and proactively reach out to clients to initiate renewal discussions.
* Act as a liaison between clients and internal teams to ensure that all retention efforts deliver exceptional value to clients.
* Identify opportunities to increase contract value by discussing additional products and services, focusing on the needs of small businesses.
* Work with the finance and credit control departments to retain clients experiencing financial hardship.
* Generate new business opportunities via referrals from existing client base or networking.
* Maintain and improve client sentiment and online reputation by always providing super service.
* Take ownership of own product knowledge ensuring you are an expert in all things Bright.


* Proven experience in a client-facing role, with a focus on retaining clients through negotiation in a B2B environment.
* Strong communication skills, with the ability to build rapport with clients and influence outcomes.
* Excellent problem-solving abilities, with a proactive approach to addressing client concerns and challenges.
* Detail-oriented with strong organizational skills.
* Experience with Salesforce is an asset.
* Ability to thrive in a fast-paced, dynamic environment.

Perks and Benefits

* Day off on your birthday
* Enhanced Benefits with Health and Dental Coverage
* We offer a Registered Retirement Savings Plan (RRSP) Matching Program
* Downtown Location

Vacation Days increase after 2 and 5 years’ service


Personal Details


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