Client Success Coordinator

Written By Lonan Jones

The Client Success Coordinator collaborates closely with sales, technical teams, and leadership to ensure that our commitment to exceptional client experiences translates into successful implementations and sustained growth. This is a pivotal, cross-functional role that anchors MakeShift's client success operations, creates lasting client partnerships, and establishes scalable implementation processes that drive satisfaction, retention, and revenue expansion. Your expertise will be instrumental in aligning client onboarding, support processes, and growth initiatives with company objectives while ensuring seamless collaboration between clients and internal teams for maximum value delivery.

This position builds upon established client success frameworks and owns the end-to-end client journey from implementation through expansion, providing actionable insights that drive both client satisfaction and revenue growth. As such, this client-facing role requires the ability to balance multiple priorities, maintain detailed project documentation, and identify strategic opportunities for account growth through services, licenses, and module expansion while building trust and delivering exceptional results.

Responsibilities

Implementation & Onboarding

  • Own the implementation process with new MakeShift clients from account creation through training

  • Develop detailed project plans and schedules working with clients to help meet their internal deadlines

  • Follow through on action plans with clients by working cooperatively to adhere to project timelines and expectations

  • Analyze existing client processes and tools, with the goal of identifying gaps and opportunities to improve our implementation process

  • Help ensure internal and client-facing implementation related documents are complete and accurately up to date on an ongoing basis

Account Management & Support

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

  • Provide post-implementation support for MakeShift clients ensuring that their use of the software continues to meet their expectations

  • Elevate concerns and/or issues by appropriately communicating with those who need to be involved internally as well as with the client

  • Identify, build, and develop working relationships with MakeShift clients by acquiring their feedback before, during, and after the implementation process

  • Appropriately share client feedback on an ongoing basis with team members

Revenue Growth & Expansion

  • Execute, track, and manage various revenue generation and expansion campaigns such as customer referral campaigns, review campaigns, MSP campaigns, multi-year contracts, etc.

  • Identify and pursue upselling opportunities including additional services, licenses, and new modules

  • Track and manage revenue generation, expansion and retention initiatives through CRM platform

  • Grow MakeShift's customer testimonials, client case studies, and referrals database by proactively seeking out new clients who are willing to provide the above

Product & Solutions Development

  • Work closely with technical and sales teams to help create and continually improve MakeShift's workforce management features and capabilities

  • Help strengthen the product by ensuring client feedback informs product development

  • Create workforce management solutions that align with client needs

Requirements

  • Motivated to thrive in a fast-paced, innovative, and highly collaborative environment

  • Very proficient with technology and technical concepts (iOS, Android, Mac, Windows)

  • Strong analytical mind with proven attention to detail and experienced problem-solving skills

  • Easily manage and execute client success and revenue milestones

  • Exceptional customer service focus including the ability to problem solve while balancing the needs of both the client and the company

  • Proven ability to proactively take initiative and work independently with clients as required

  • Must be a self-starter and motivated to work in a remote environment

  • Strong, client and solution-focused with exceptional interpersonal communication skills (oral and written)

  • Strong time management skills, self-motivated and comfortable handling multiple projects simultaneously

  • Bonus points: Bilingual in French and English, but all interested applicants are encouraged to apply

Perks of MakeShift

  • Fully remote work environment, allowing for flexibility and work-life balance.

  • Comprehensive benefits package.

  • 3 weeks’ vacation and a generous paid parental leave program.

  • Retirement savings plan with RRSP or 401K match up to 4%.

  • Professional growth opportunities, including annual allowances for training and development.

  • Opportunity to contribute to ideas and have your input valued.

Interested? Send us an email with your latest resume and cover letter at careers@makeshift.ca referencing “Client Success Coordinator” in your subject line. Please note that only applicants chosen for interviews will be contcted.

Lonan Jones
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Senior Solutions Consultant