About Corfix

Corfix is a fast-growing B2B SaaS company transforming how construction companies manage their jobsites.

Our mobile-first platform simplifies compliance, timekeeping, and crew management — giving construction teams from the field to the boardroom a single source of truth. We do not just sell software; we help crews work safer, smarter, and more efficiently every day.

The Role

As a Customer Success Specialist, you are a dedicated specialist paired with a Senior CSM — extending their reach and giving the team the coverage needed to drive exceptional outcomes across a shared book of business.

Your lane is clearly defined: you will own the onboarding of new customers, drive usage and adoption across assigned accounts, and lead re-onboarding efforts where engagement has stalled. From time to time, your Senior CSM will delegate broader CSM tasks your way as your skills grow and capacity allows.

You are not a ticket-taker or a setup technician. You are a skilled specialist who takes real pride in changing how construction crews work — and whose results are visible in the usage data every single week.

What You Will Do

New Customer Onboarding

• Own the end-to-end onboarding journey for all new accounts, using ChurnZero to track and drive progress
• Define success by measurable outcomes — active user rates, completed workflows, and time-to-value
• Translate technical setup into jobsite-ready language, ensuring crews from laborer to CEO feel empowered
• Guide clients through account configuration and integrations so their digital environment mirrors their real field operations

Usage, Adoption and Account Health

• Monitor platform engagement across your book of business and proactively intervene when usage signals decline
• Lead targeted adoption sprints for existing customers — re-engaging disengaged teams, rolling out new features, or addressing workflow gaps
• Investigate low-usage alerts to identify root causes (workflow bottlenecks, training gaps, configuration issues) and execute solutions
• Maintain a deep understanding of each account’s operations, goals, and health to anticipate risk before it becomes churn

CSM Partnership and Delegated Functions

• Partner closely with your Senior CSM, who owns overall strategy and commercial accountability for the book of business
• Execute delegated CSM responsibilities such as QBR preparation, renewal support, escalation triage, and stakeholder communication
• Act as the day-to-day contact for many accounts, building relationships across all levels of the customer organization

Content, Tools and Voice of Customer

• Build and maintain high-impact adoption resources such as Quick Start guides, Loom walkthroughs, and Pro-Tip content
• Synthesize customer feedback into actionable product insights that influence the roadmap
• Use AI tools (Claude, ChatGPT, etc.) to personalize training content, accelerate resource creation, and summarize customer interactions

How You Will Be Successful

• Onboarding Success: Time-to-value, active user rates within the first 60 days, and workflow completion
• Usage and Adoption: Platform engagement depth, feature adoption, and overall account health
• Retention Contribution: Supporting strong gross revenue retention through adoption (with Senior CSM owning commercial accountability)

What You Bring

• 2+ years of experience in Onboarding, Implementation, or Customer Success in a B2B SaaS environment
• Strong communication skills — you can adapt effortlessly from a strategic conversation with an owner to a troubleshooting call with a Foreman who hates technology
• Analytical mindset — you don't just see a low-usage alert — you investigate the workflow behind it and design a training solution to fix it
• You use AI tools to work faster and smarter — personalizing content, summarizing meetings, and building resources at scale
• Curiosity about construction operations — you want to understand the industry you're serving, not just the software
• Willingness to travel (~20% locally, occasional U.S. travel)
• Bilingualism (English + French or Spanish) for our diverse North American client base is a strong asset
• Familiarity with tools like ChurnZero, Salesforce, or similar platforms is a strong asset

Compensation

$65,000–$80,000 per year

Please note that AI tools may be used during the screening and selection stage of our recruitment process to assist in ranking or filtering applications.

This posting is for a future anticipated role.