Aspire Software

Customer Success Lead

Aspire Software

full-time

Posted on:

Location Type: Hybrid

Location: Montreal • Canada

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Job Level

Senior

About the role

  • Own customer onboarding and early success: Serve as the primary point of contact for new customers from kickoff through go-live, ensuring a smooth and efficient onboarding experience.
  • Lead implementation coordination: Manage account setup, integrations with booking and POS systems, and configuration of Sadie’s voice features.
  • Enable customers for long-term success: Deliver virtual onboarding sessions and training to restaurant managers and staff, ensuring confidence and readiness at launch.
  • Drive adoption post–go-live: Monitor usage and performance, proactively identifying risks, opportunities, and optimization areas.
  • Be a strategic partner: Act as the trusted advisor for customers after implementation, guiding best practices and helping them maximize value from Sadie.
  • Collaborate cross-functionally: Partner with Sales, Support, and Product to ensure seamless handoffs, aligned communication, and a consistent customer experience.
  • Track success metrics: Manage onboarding timelines, customer health indicators, and go-live milestones to ensure strong outcomes.
  • Improve processes: Document customer insights, common challenges, and feedback to inform product improvements and scalable success playbooks.

Requirements

  • 2–4+ years of experience in Customer Success, Onboarding, or Implementation within SaaS, hospitality tech, or a related industry.
  • Strong relationship-building skills and the ability to communicate clearly with a range of stakeholders.
  • Excellent organizational skills with the ability to manage multiple customers and priorities simultaneously.
  • A proactive, problem-solving mindset with comfort navigating technical concepts and integrations.
  • Familiarity with restaurant operations, booking systems, or POS platforms is a strong plus.
  • Experience owning customer outcomes (adoption, retention, satisfaction) beyond initial setup.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingimplementation coordinationaccount setupintegrationsconfigurationvirtual onboardingtrainingmonitoring usageperformance optimizationprocess improvement
Soft Skills
relationship-buildingclear communicationorganizational skillsproblem-solvingproactive mindsetstakeholder managementcross-functional collaborationcustomer advocacystrategic partnershipfeedback documentation