Customer Success Specialist (Contract)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is seeking a highly organized, client-focused Customer Success Specialist to join our team supporting our Digital Marketing Products within the Wealth space. This role is ideal for someone who enjoys building relationships, coordinating client-facing initiatives, and supporting a broader Customer Success book of business.

The Customer Success Specialist will play a critical supporting role to our Enterprise Customer Success leads and Accounts, helping manage the day-to-day operational and client service needs of our most strategic clients. This position is responsible for keeping client activity moving forward through strong organization, proactive communication, and excellent follow-through.

In this role, you will help clients maximize value from Broadridge’s digital marketing and communications solutions designed for wealth management firms, advisors, and home office teams. You will support core business-as-usual (BAU) activities across case management, JIRA ticket management, training, reporting, issue resolution, and product adoption efforts. You’ll also help deliver a consistent and high-quality customer experience by partnering closely with Enterprise Customer Success, Sales, Delivery, Product, and Support.

The ideal candidate is customer-centric, detail-oriented, comfortable managing multiple priorities, and motivated to help clients realize value from Broadridge solutions.

Work Mode: We are made up of high performing teams that meet in person to learn and collaborate as needed.  This role is considered hybrid, which means you’ll be coming into the Toronto office 2 days a week and given the flexibility to work remotely the rest of the time.

Job Responsibilities:

• Serve as a key operational support partner to Enterprise Customer Success across an assigned book of business.
• Act as the primary coordinator for day-to-day Customer Success workflows, helping manage BAU activities and ensuring requests are tracked through completion.
• Monitor inbound customer cases through the case management process and prioritize requests based on urgency, impact, and client need.
• Troubleshoot home office and program-wide client inquiries, assess business impact, and determine recommended next steps.
• Flag cases and inquiries to Enterprise Customer Success when they exceed service level expectations, require broader escalation, or may present increased client risk.
• Help ensure issues are progressing appropriately by following up with internal stakeholders and driving timely resolution.

• Create, monitor, and escalate Jira tickets based on client needs, business impact, and priority level.
• Track open issues, identify blockers, and help drive accountability across teams to support timely remediation.
• Maintain strong documentation of customer issues, escalations, and follow-up actions across internal systems.
• Partner with Product, Support, Delivery, and technical teams to coordinate issue resolution and communicate progress internally.

• Support onboarding activities for new clients to help ensure a smooth and organized transition onto Broadridge platforms.
• Support the development and delivery of customer education, group training, and feature adoption sessions.

​BAU Book of Business Support

• Support Enterprise Customer Success with ongoing BAU activities, including:
• troubleshooting coordination
• issue remediation follow-up
• research and data gathering
• reporting and account updates
• meeting preparation and follow-up
• documentation and system updates
• Assist with preparing materials for customer meetings, business reviews, and internal account discussions.

• Analyze customer usage and support data to identify trends, risks, and opportunities for improved adoption and client experience.
• Partner with Customer Success Managers, Sales, Delivery, Product, Marketing, and Support teams to help ensure a coordinated customer experience.
• Report on customer success milestones, open cases, issue trends, and operational updates to internal stakeholders.
• Advocate internally for customer needs by surfacing actionable feedback, recurring challenges, and process gaps.

• Bachelor’s degree preferred, or equivalent combination of education and relevant work experience.

• 3+ years of experience in Customer Success, Account Coordination, Account Management support, Client Services, Implementation, or a similar customer-facing role.
• Experience supporting a book of business in a SaaS, technology, digital marketing, or financial services environment.
• Experience coordinating client onboarding, training, implementation, or ongoing account support activities.
• Experience working cross-functionally with Sales, Delivery, Support, and other internal teams.
• Experience with digital marketing platforms, financial services technology, wealth technology, or compliance-related solutions is an asset.
• Experience supporting clients in the wealth management, advisor, or home office space is strongly preferred.

• Strong troubleshooting and problem-solving skills.
• Highly organized with strong project coordination and follow-through.
• Ability to assess issue severity, prioritize effectively, and manage multiple workstreams at once.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation discipline.
• Comfortable working in a highly collaborative, cross-functional environment.
• Ability to work independently and drive tasks forward with minimal oversight.
• Strong analytical thinking and ability to identify trends, risks, and process improvement opportunities.
• Customer-first mindset with a practical, solutions-oriented approach.

Hourly range $30-34/hr  CAD

Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. 

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.