Customer Success Specialist
About LBMX
LBMX is a dynamic and growing SaaS company with an international perspective, proudly based in London, Ontario. As we continue our strong growth trajectory, we’re looking for talented, driven, and collaborative individuals to join us and help shape what’s next.
Recognized as one of Canada’s Top 100 Employers, LBMX combines strong performance with a people-first culture. We believe in building meaningful careers, supporting work-life balance, and creating an environment where your contributions are valued and your growth is encouraged.
At LBMX, you’ll have the opportunity to grow, contribute meaningfully, and be part of a team building something exceptional.
Position Description:
We are seeking a Customer Success Specialist to build and nurture strong relationships with our existing clients, helping them deepen their engagement within the Supply Cloud network.
In this role, you will analyze customer performance and collaborate with clients to identify strategies that maximize the value of their monthly investment. A solid comfort level with computer tools and systems is important to succeed in this position.
Successful candidates will be sales-minded, have excellent verbal and written communication skills, and demonstrate strong analytical thinking. Above all, they must be committed to delivering an exceptional customer experience. We’re looking for someone with strong interpersonal and organizational skills who thrives in a collaborative, fast-paced team
environment.
Positions Available: 1, Open to onsite, hybrid or remote.
What You Will Do:
- Identify and engage the appropriate decision-makers at partner organizations by leveraging our CRM, LinkedIn, and existing internal contacts.
- Lead customer meetings to gather requirements, provide project updates, and ensure alignment throughout the engagement.
- Proactively uncover unrealized opportunities and partner with customers to drive additional value and growth.
- Analyze trading partner data and develop compelling presentations to encourage greater engagement on the LBMX Supply Cloud platform.
- Act as a customer advocate by proactively managing and resolving issues to ensure a positive customer experience.
- Become a subject matter expert on all aspects of our Supply Cloud platform.
- Consistently demonstrate a professional, customer-first approach, delivering service that exceeds expectations.
- Partner with the internal sales team to proactively address and resolve customer challenges.
- Ensure accurate and up-to-date maintenance of all customer data within our CRM.
- Meet all job metrics related to customer interactions & touchpoints.
- Our customers’ success is your success.
- Other duties as assigned.
What You Will bring:
- Strong verbal communication skills with the ability to build rapport over the phone and through video platforms such as Microsoft Teams.
- Skilled at developing relationships and influencing partner decision-making.
- Experienced in onboarding, proactive outreach, issue resolution, and identifying expansion opportunities to drive long-term customer satisfaction and retention.
- Detail-oriented with strong problem-solving and prevention skills.
- Capable of managing multiple projects from start to finish while effectively prioritizing to meet deadlines.
- Proficient in using standard business software, including Microsoft Excel, Outlook, and Word.
- Eager and adaptable, with a willingness to take on new responsibilities.
- Self-motivated and dependable, with a proven ability to work independently in a professional setting.
- Fluent in English (reading and writing).
Compensation
Salary Range: $55,000 - $60,000, based on experience and qualifications
What You Can Expect at LBMX
- Competitive compensation and a comprehensive benefit package, including a health spending account and employee assistance program
- Three weeks’ vacation and five personal days to start, plus additional paid LBMX holidays throughout the year
- Company matched GRSP contributions
- Flexible summer hours and a strong commitment to work-life balance
- Education subsidies to support your professional growth
- Maternity, Parental, and Compassionate Care Leave top-up program
- $500 new hire home office allowance
LBMX is committed to building an inclusive workplace. We encourage applications from qualified individuals of all backgrounds, and we are dedicated to providing accommodations throughout the recruitment and employment process. If you require accommodation at any stage, please let us know.
Skills Required
- Strong verbal and written English communication skills
- Ability to build rapport with customers by phone and video platforms
- Experience developing relationships and influencing partner decision-making
- Experience with customer onboarding, proactive outreach, issue resolution, and identifying expansion opportunities
- Strong analytical thinking, problem-solving, and prevention skills
- Ability to manage multiple projects from start to finish and prioritize deadlines
- Proficiency with Microsoft Excel, Outlook, and Word
- Ability to work independently in a professional setting
- Strong interpersonal and organizational skills
- Self-motivated, dependable, eager, and adaptable
What We Do
At LBMX, we believe in independent business and we want them to be successful. We care about shared prosperity and believe in the power of independent businesses to create sustained economic growth. This belief comes from two decades of helping independent businesses, their suppliers and buying groups create value through technology. LBMX offers a business-to-business marketplace platform, helping independent businesses, their buying groups, and suppliers buy better and sell more. Its Private Group Marketplace for Groups has transformed billing and ordering, rebate management, real-time analytics, e-commerce and product information management across the building materials, HVAC, plumbing, sporting goods, industrial supply, manufacturing, and agricultural industries. Its LBMX Supply Cloud platform allows suppliers to look at their industrial distribution customers through one lens, offering full EDI, PIM, Analytics and Payments. LBMX was incorporated in October 2001. We are a global company consisting of 60 employees with headquarters in London, Ontario and presence across Canada, United States, United Kingdom, Europe, Australia, and New Zealand.
