Contract Administration - Client Success Specialist

About Onware:
For more than 20 years, Onware’s Contract Administration software has been a trusted backbone for project delivery across Canada, powering the workflows of many of the country’s largest and most respected architecture firms. Purpose‑built for the complexities of construction contract management, it streamlines submittals, RFIs, change orders, and site instructions with clarity and accountability that teams rely on to keep projects moving. Over two decades, Onware has been used to help manage some of the largest and most ambitious construction projects in Canada—projects where precision, transparency, and reliability are non‑negotiable. Its longevity and adoption at scale reflect not only proven stability and continuous innovation, but also deep alignment with how architects and construction professionals actually work.

About the role:

We’re hiring a Client Success Specialist to work closely with the architecture and construction teams who rely on Onware’s Contract Administration software every day. In this role, you’ll ensure clients receive consistent, high‑quality service—proactively understanding their needs, guiding them through best practices, and helping them get maximum value from the platform. You’ll also manage key sales‑related responsibilities, including annual contract renewals and identifying opportunities to expand client engagement. Internally, you’ll collaborate with our support, product, and operations teams to coordinate responses, streamline communication, and champion the client experience across the organization. This is a chance to support some of the largest architecture firms and construction projects in Canada while contributing to the continued excellence of a product trusted for over 20 years.

What you'll do:

• Support clients in their use of the Onware's CA Software, helping them apply best practices and maximize the value they receive from the system.
• Maintain organized client and account documentation, track key activities and engagement, and communicate client needs, risks, and opportunities to internal teams to support strong customer outcomes.
• Act as liaison between customers, support, and development teams to ensure upcoming work is clearly communicated, understood, and prioritized appropriately.
• Support client onboarding, training, and ongoing platform use to align with business goals and customer expectations.
• Monitor customer engagement and conduct Product Health Checks (PHC) to review system usage, identify improvement opportunities, and support client retention.
• Coordinate customer renewals

Qualifications:

• Minimum of 3–5 years of experience in a customer support, customer success, or client service role.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel, and related collaboration tools)
• Familiarity with Salesforce or similar CRM tools is considered an asset
• Experience supporting SaaS platforms or technology-based services preferred.
• Construction industry experience considered an asset
• Strong organizational and coordination skills with the ability to manage multiple client activities and priorities.
• Strong communication, interpersonal, problem-solving, and critical thinking skills, with familiarity working alongside technical teams and software development life cycles (SDLC).
• Effective verbal and written communication skills
• Willingness to learn new technologies and contribute to a collaborative team environment

Why Join Us?

• Join a collaborative team that values innovation, communication, and continuous improvement
• Play a key role in helping clients succeed with technology that is transforming the construction industry
• Grow your career with a company focused on building smarter solutions for clients