Customer Success Specialist

Customer Success Specialist Who We Are: Quadbridge is a fast-growing North American IT solutions provider, empowering businesses to navigate complex challenges daily, through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we strive to create an energetic, fun workplace where ambitious, like-minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint. We are Quadbridge. See how we’re building tomorrow’s solutions, together. About the Role: The Customer Success Specialist is responsible for delivering a scalable, high-quality customer success experience across a defined portfolio of Managed Services clients. This role supports customers operating within a structured, lower-touch, one-to-many engagement model focused on operational visibility, service consistency, and proactive issue management. The role owns practical service coordination and customer touchpoints, including Quarterly Service Reviews that are focused on operational health, service performance, risks, and improvement actions. In parallel, the role owns critical operational and financial functions across the Managed Services lifecycle, including onboarding, offboarding, monthly invoicing, and forecasting. Key Responsibilities : Customer Success Management (Scaled Portfolio) Own a portfolio of Managed Services customers operating within a standardized, lower-touch engagement model. Act as the primary point of contact for operational and service-related topics, ensuring a consistent and professional customer experience. Deliver structured customer communications and service updates aligned to the agreed engagement model. Conduct Quarterly Service Reviews, focused on operational health, service performance, current risks, and improvement actions. Monitor customer health and proactively identify risks to satisfaction or retention. Reinforce service scope boundaries and ensure alignment between contracted services and delivered services. Surface expansion opportunities and coordinate with Client Advisors and Sales teams for follow-through. Service Operations Ownership Own onboarding and offboarding processes for Managed Services clients, ensuring consistency and adherence to defined standards, except for large or strategic engagements where a higher-touch onboarding model is required. Ensure onboarding and offboarding activities align with defined service models, timelines, and operational handoff requirements. Coordinate across Service Desk, delivery teams, and internal stakeholders to ensure seamless execution of service operations. Monitor service activity trends and identify issues impacting customer experience. Ensure operational data accuracy across systems, including ticketing, CRM, asset tracking, and service reporting sources. Financial Operations (Core Responsibility) This is a primary responsibility of the role and a key operational dependency for the Managed Services organization. Own the end-to-end monthly invoicing cycle for Managed Services, including validation, coordination, exception management, and issue resolution. Partner with Finance to ensure billing accuracy, completeness, and alignment to contracts, Service Orders, quantities, and active service scope. Develop and maintain forecasting inputs for Managed Services revenue across the portfolio. Monitor variances and identify risks related to billing, revenue recognition, customer changes, and forecasting accuracy. Maintain disciplined operational records that support invoice accuracy, service visibility, and leadership reporting. Drive consistency in operational financial processes so Managed Services has reliable monthly billing and forecasting discipline. Engagement Model & Scope Boundaries This role is aligned to a scalable customer success model for customers requiring structured operational touchpoints rather than high-touch advisory engagement.…