CampBrain Client Success Specialist (12 months Contract)

Join our Recreation Vertical (CampBrain) as Customer Success Specialist to make a real impact every day. We say that because we know that every conversation we have every interface we design and every new feature we ship is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.

This is a full-time 12-month temporary contract to cover a maternity leave. While applicants are welcome to apply for future opportunities with Xplor there is no guarantee of continued or permanent employment beyond the contract term. The Client Success Specialist is responsible for driving client engagement education communication and satisfaction to CampBrain clients. This role serves as a key advocate for clients by ensuring they remain informed connected and successful in their use of CampBrain.

Through strategic communication programs educational initiatives community engagement opportunities and client feedback management the Client Success Specialist helps strengthen client relationships improve product adoption increase customer satisfaction and support long-term retention.

The role works closely with Product Support Billing and Sales teams to create meaningful client experiences and ensure the voice of the customer is represented across the organization.

Some of the things youll do:

Client Communication

Develop and contribute to communication programs that keep clients informed engaged and connected to CampBrain.

Responsibilities include:

Contributing to the monthly client newsletter Year in Review product updates and other email communication.

Contributing to any in-app communication flows and messaging.

Creating client-facing content that supports awareness adoption and engagement.

Collaborating with Product Support and Marketing teams to ensure consistent messaging.

Client Education

Support client success by providing learning opportunities and educational resources that help clients maximize the value of CampBrain.

Responsibilities include:

Creating and writing educational resources and documentation.

Coordinating and hosting client webinars.

Creating in-app tooltips and learning content.

Identifying training opportunities based on client feedback and support trends.

Promoting self-service learning and best practices across the client base.

Client Engagement & Community

Create opportunities for clients to connect learn and share experiences with CampBrain and their peers and industry professionals.

Responsibilities include:

Key player in CampBrains presence at conferences and industry events.

Assisting BRAINSTORM activities and initiatives.

Facilitating Virtual User Groups.

Hosting Office Hours sessions.

Encouraging participation in community events and engagement programs.

Building stronger relationships between clients and the CampBrain team.

Client Satisfaction & Advocacy

Monitor and improve client satisfaction by proactively gathering feedback and acting on client insights.

Responsibilities include:

Assisting in Net Promoter Score (NPS) initiatives and follow-up activities.

Conducting outreach to clients based on NPS responses.

Monitoring client health and conducting health-check conversations.

Identifying opportunities to improve the client experience.

Acting as a client advocate by communicating feedback and trends internally.

Supporting retention efforts through proactive relationship building.

Account Support

Support client account management activities and retention initiatives.

Responsibilities include:

Participating in renewal discussions when escalated or requested.

Supporting client retention efforts and identifying potential risks.

Managing exit processes and gathering feedback from departing clients.

Maintaining accurate records of client interactions and outcomes.

Collaborating with internal teams to support overall client success objectives.

Cross-Functional Collaboration

Partner with teams across the organization to improve client experiences and business outcomes.

Responsibilities include:

Working closely with Product teams to communicate feature updates and gather client feedback.

Collaborating with Support and Implementation teams to understand client needs and challenges.

Partnering with Marketing on communication campaigns and client-facing content.

Working arrangements:

Fully Remote in Canada. You can work fully remote in this position provided you have eligible working rights in Canada and do not require sponsorship.

Qualifications

What would make me a good candidate

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work resonate with our core values have a positive outlook are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers people who can be both tactical and strategic aim high and put people first in everything they do.

Youll need:

Experience

3 years of experience in Customer Success Account Management Client Support Marketing Communications Education or related fields.

Experience managing customer-facing programs and initiatives.

Experience hosting events webinars training programs or community initiatives is considered an asset.

Skills & Competencies

Exceptional written and verbal communication skills.

Strong relationship-building abilities.

Experience creating educational and engagement content.

Strong project management and organizational skills.

Ability to manage multiple initiatives simultaneously.

Customer-focused mindset with a passion for improving client experiences.

Strong presentation and facilitation skills.

Ability to analyze feedback and identify opportunities for improvement.

Travel Requirements

Ability to travel throughout Canada and the United States as required for conferences client meetings industry events and company gatherings.

Must possess a valid passport and be eligible to enter and travel within Canada and the United States.

Ability to travel approximately 10 days/year.

Expected Outcomes

Clients feel informed supported and connected to CampBrain.

Increased participation in educational and engagement programs.

Improved customer satisfaction and advocacy.

Stronger client relationships and loyalty.

Better visibility into client health and sentiment.

Enhanced communication between clients and internal teams.

A more engaged and successful CampBrain client community.

• Starting Salary: $55000 - $65000CAD

At Xplor we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures generations disciplines and lived experiences. So even if you think you do not tick all the boxes we still encourage you to apply.

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you and describe people you want to work with you will thrive at Xplor.

As an Xplorer you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Ready to apply

To start your application please submit your resume and we will be in touch as soon as we can.

Got questions You can email us at .

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1