Customer Success Specialist

At SECURE, we lead the way in waste management and energy infrastructure, providing unmatched security and peace of mind to our clients. Our strength lies in our size, extensive network, solid reputation, industry expertise, and a relentless can-do attitude.

With an expansive infrastructure network spanning Western Canada and North Dakota, we deliver essential solutions where they are needed most. Our partnerships focus on safely recovering oil and metals, disposing of liquid and solid waste, recycling materials such as metals, water, and oil, and reclaiming contaminated land to reduce environmental footprints.

SECURE is committed to innovation, helping our customers lower costs, reduce greenhouse gas (GHG) emissions, and exceed their business, safety, and environmental goals. We go beyond expectations — mitigating risks, reducing financial obligations, and maximizing value for our clients.

Join SECURE, where we step up to make a meaningful difference in the industries we serve and the world we share.

As our Customer Success Specialist you will be responsible for maintaining strong, long-term customer relationships with WiQ’s customers. Acting as a day-to-day contact for usage support, training refreshers, and general inquiries, this role ensures customers continue to derive value from the product. They identify and escalate emerging risks, track customer sentiment, and play a key role in proactive customer care with a focus on problem-solving. This is a high-touch, service-oriented position focused on retention throughout engagement, education and relationship management.

This role is based out of Calgary, Alberta

The team environment emphasizes high-touch customer engagement, proactive support, and cross-functional collaboration between customer success, product, and compliance teams. Strong communication, relationship-building, and problem-solving are key to team success.

The WiQ team is a dynamic and fast-paced environment centered around delivering quality, data-driven solutions to customers in the energy and waste compliance sectors. Team members operate with a strong service mindset, managing multiple priorities while remaining adaptable, collaborative, and focused on continuous improvement.

Customer Partnerships

• Support customers with onboarding and implementation across their organizations
• Collaborate with customers to understand operational challenges and provide ongoing support
• Partner with the waste compliance specialist to analyze trends, identify risks, and recommend opportunities for improved compliance and logistics.
• Act as a subject-matter expert on sustainment-related workflows and tools within our platform
• Track customer engagement and identify areas where additional support or training may be beneficial
• Proactively gather and document customer feedback
• Support customer facing helpdesk tool (via call, text, chat, and email) with occasional on-call requirements
• Monitor and support the timely reconciliation of customer tickets to maintain compliance standards
• Share relevant product updates, resources, or training opportunities to keep the customer informed and confident.

Customer Entrenchment & Growth

• Identify and pursue growth opportunities within the existing customer account
• Develop strategic account plans for customer expansion
• Build strong, trust-based relationships with key stakeholders within the customer organization
• Drive product adoption and engagement
• Monitor customer account health
• Coordinate internal resources to support growth objectives
• Document and report on expansion activity

Product Support & Advocacy

• Serve as the go-to resource for platform navigation, minor troubleshooting, and usage questions.
• Escalate and document bugs or recurring usability issues to Product or Customer Success Lead
• Deliver extraordinary service on inbound customer requests in a fast-paced, structured customer care environment
• Conduct product training and other reviewable features to the customers/stakeholders and relay feedback to the product team through a feedback process
• Apply change management principles and techniques to help manage through change as required to execute successful product adoption for customers
• Act as a liaison between the customers and the product team to ensure transparent delivery of requests.
• Oversee and execute on the training/rollout activities to ensure smooth and supported transition to new process and technology
• Continuous improvement engagements with customers and support teams to enhance technology product quality and value

• 5+ years of experience in a similar role or related field
• Bachelor’s degree in business, communications, environmental management or related discipline; equivalent work experience will also be considered
• Excellent written and oral communication skills, including the ability to create onboarding, training and sustainment documentation
• Exceptional communication and relationship-building skills
• Ability to adapt to change and remain flexible
• Experience managing many customers with various users and shifting priorities
• Experience in project management and program management
• The following are considered assets in this role:
• Regulatory, waste management knowledge and experience
• Experience in Software as a Service (SaaS)
• Change Management and project management experience

At SECURE, we focus on opportunities for growth and improvement; for our employees, our customers, our partners, and the communities we operate in. We are an energetic team, driven by the needs of our customers, and we care about making a meaningful contribution. We strive to attract, retain, and motivate employees by offering a competitive compensation package that recognizes employee contributions and performance.

In addition to rewarding job opportunities, we offer:

• Competitive industry wages, and compensation programs which include:
  • Employer-paid benefits: health, dental & more
  • Health care spending account
  • Employee wellness program
  • Employee savings plans
• Career progression
• A competitive employee referral program
• Industry-leading safety standards
• Community investment initiatives Our Stories

We believe our team’s strength comes from our diversity.

Every SECURE employee has a right to feel safe and welcome. We pride ourselves on being respectful workplace where all employees have equal access to opportunity and support. 

We are a trusted partner. We extend those same efforts outside of the organization through our respectful engagement with our diverse base of stakeholders in the communities in which we operate.

Applicants are not assessed on the grounds of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, or physical handicap. Our operations span across Canada and the United States and we actively seek out a wide range of applicants for both field operations and office roles.