SUMMARY

The Digital Customer Success Specialist is responsible for the adoption and implementation of digital services and monitoring programs for clients. This role focuses on supporting customers—particularly those with limited internal resources—in the setup, promotion, and optimization of digital tools such as the mobile application, online platform, and marketing programs.

This individual acts as a strategic partner to ensure active usage of the solutions, increase application adoption, and maximize the deployment of monitoring programs, directly contributing to revenue growth and customer competitiveness.

RESPONSIBILITIES Customer Success (Program Adoption and Implementation)

• Support clients in implementing digital services, including access to the online store and tool configuration;
• Guide clients through the branding and activation of their application;
• Set up and optimize email campaigns to promote application adoption;
• Encourage the use of recurring communications (e.g., monthly newsletters) to increase engagement;
• Deploy marketing campaigns to promote monitoring programs (automatic delivery, warranties, generators, pool heaters, etc.);
• Support clients in the use of promotional materials (door hangers, billing inserts, flyers, etc.);
• Advise clients on increasing the visibility and adoption of their programs;
• Ensure clients remain competitive by adopting monitoring solutions.

Client Development and Growth

• Identify opportunities to increase adoption of digital tools;
• Influence clients to adopt structured digital strategies;
• Accelerate adoption among key accounts;
• Monitor usage metrics and recommend improvements;
• Contribute to increasing sales of monitors and accessories.

Internal Collaboration and Product Improvement

• Collaborate with internal teams to improve digital tools;
• Contribute to improving communications (emails, QR codes, etc.);
• Participate in the evolution of the platform;
• Gather customer needs and feedback (SMS, features, programs);
• Recommend improvements to digital tools;
• Participate in the implementation of incentive programs.

Cross-Functional Collaboration

• Work closely with the sales, marketing, and product teams;
• Contribute to the creation of marketing and educational content;
• Represent the voice of the customer internally.

REQUIRED SKILLS PROFILE AND QUALIFICATIONS Education / Experience / Certification

• Bachelor’s degree in Business Administration, Marketing, or a related field;
• 2+ years of experience in customer success, digital marketing, or account management;
• Experience in a SaaS or technology environment (an asset);
• Experience with CRM and marketing tools.

Knowledge

• Strong understanding of digital adoption and customer engagement;
• Knowledge of digital marketing and email campaigns;
• Understanding of technology implementation challenges.

Skills

• Excellent communication skills;
• Strong client support and influencing abilities;
• Analytical and results-oriented mindset;
• Ability to work independently and manage priorities effectively;
• Collaborative team player.