Customer Success & Project Specialist

Summary

We are seeking a proactive and detail-oriented Customer Success & Project Specialist to join our growing sales team. In this role, you'll blend customer success and project management to ensure clients using our Emmy Award winning software BlackTrax and WYSIWYG, achieve maximum value and smooth implementation across creative and technical projects.

You’ll be a trusted advisor to lighting designers, event planners, system integrators, and technologists guiding them from onboarding and training through adoption, optimization, and expansion. Additionally, you will oversee the coordination of client projects, ensuring timelines, deliverables, and customer goals are met.

Key Responsibilities

Customer Success & Relationship Management:

• Own and manage the customer lifecycle post-sale, focusing on onboarding, training, and adoption.
• Build strong relationships with key accounts to ensure satisfaction, retention, and growth.
• Serve as the primary point of contact for customer inquiries related to product use, best practices, and feature enablement.

Adoption & Value Realization:

• Educate customers on product capabilities to help them unlock the full value of our products.
• Proactively engage clients especially those showing potential churn risk.
• Advocate for customers, relaying feedback to product and engineering teams to influence roadmaps.

Cross-Team Collaboration:

• Partner with Sales to identify upsell/cross-sell opportunities and renewals.
• Coordinate with the Support team to resolve technical issues and ensure seamless user experiences.
• Contribute to marketing efforts with case studies, testimonials, and referrals.

Performance Tracking:

• Maintain accurate records of customer interactions and satisfaction using CRM tools.
• Develop and report on KPIs such as Net Promoter Score (NPS), renewal rate, and customer health scores.

Project Coordination & Management:

• Act as the project lead for implementations, integrations, and onboarding engagements.
• Define project scopes, timelines, milestones, and deliverables with both internal teams and clients.
• Track tasks, dependencies, and communication across stakeholders using project management tools.
• Identify project risks and proactively remove roadblocks to keep deliverables on time and within scope.
• Support cross-functional internal initiatives with structure and follow-through.

Required Skills & Qualifications:

• 2–4 years of experience in customer success, account management, or project coordination, preferably in a SaaS, AV, live events, or creative tech environment.
• Strong organizational and multitasking skills with a proven ability to manage multiple client engagements and mini-projects simultaneously.
• Understanding of live event workflows, production technologies, or CAD-based planning tools.
• Excellent verbal and written communication, with a customer-first attitude.
• Familiarity with CRM and project tracking tools (Zoho preferred).

Preferred Skills:

• Working knowledge of BlackTrax and WYSIWYG, or similar tools in lighting or real-time tracking.
• Formal training in project management.
• Experience working with enterprise or educational clients in entertainment production, AV integration, or large-scale events.
• Comfort in both technical and creative conversations, able to bridge the two worlds.

Location

CAST is located at 35 Ripley Avenue, Suite 1 on the southwest side of Toronto, ON (tel: 416.597.2278). You can drive or take the TTC (Queen streetcar to South Kingsway and walk a block, or the subway to Runnymede and a short bus ride), or bike it in the summer.

Contact

Please click the APPLY NOW button to submit your application. We will reply to you if you have been shortlisted.