Work In Tech

*This is an opportunity for those located in the Indianapolis area. While the role is primarily remote, there is an expectation to sometimes attend customer and internal meetings in-person.*

Part of the Redbrick portfolio of companies, Delivra is a sophisticated email & SMS marketing automation software. With extensive data-handling capabilities and personalization tools, Delvira helps marketers execute effective multi-channel marketing campaigns. For more than twenty years, Delivra has been known for its industry expertise and unrivaled customer success. Delivra has implemented dynamic marketing solutions for thousands of companies through its full suite of professional services including deliverability consulting, creative support, and data structuring. Delivra is a Certified B Corporation as part of the Redbrick portfolio. Redbrick has been named one of Canada’s Top Small and Medium Employers for six consecutive years and is among 2025’s Top 100 Employers in BC.

One thing that our team members say they value most is our fun and truly “people-first” culture. Ours is a place where you’re given the autonomy to do your best work, from home or in the office, with the tools and support you need to do so. We cheerlead your goals and accomplishments and are invested in your future.

Here are some of the things our team loves most about working at Delivra:

• Highly competitive salary

• Attractive vacation, healthcare & benefits, including generous RRSP matching

• Monthly fitness reimbursements to support a healthy and active lifestyle

• State-of-the-art and centrally located office

• Flexible work hours and options to work remotely

• High-end hardware and equipment — in office and at home

• Autonomy and freedom to do your best work on your own terms

• Opportunities to learn and grow through professional development support, funding, and mentorship

• Internal mobility: opportunities to work with various products and teams across the Redbrick portfolio of companies

“Redbrick is flexible, offers great work/life balance, and cares about growth—both personal and professional.”

–Amee, Creative Director at Redbrick

What it means to be a Customer Success Specialist

As the Customer Success Specialist, you'll help Delivra clients achieve success by efficiently servicing a high volume of accounts. You'll focus on proactive communication, product adoption support, and identifying growth opportunities across your portfolio while contributing to overall customer satisfaction and retention.

In this foundational role, you'll work closely with the Customer Success team and cross-functional team members to deliver consistent value and ensure customer needs are met through scalable engagement strategies.

We get it, you want to know what you're signing up for before you apply, right? This is what you need to know: As the Customer Success Specialist at Delivra, you will use your organizational skills and growing expertise in digital marketing to support client success through high-volume account management, proactive communication, and strategic support initiatives. How will you impact the business:

Product Adoption & Communication

• Execute proactive one-to-many communication strategies with the goal of increasing product adoption across your account portfolio

• Deliver at least one meaningful communication per month following a quarterly cycle to drive feature awareness and usage.

• Support customers in understanding and adopting key product features that align with their business objectives.

Strategic Support

• Prepare and lead Strategic Reviews for key customers including goal overviews, review of current strategic initiatives, important milestones, insights and recommendations across their account, overview of new features and capabilities, and product roadmap reviews.

• Build relationships with customers through regular strategic touchpoints and value-driven conversations.

• Document customer goals and initiatives to ensure alignment with Delivra's solutions.

• Monitor the usage of entry level customers to proactively guide them through common marketing goals for their industry

Growth Identification & Expansion

• Understand customer needs and goals to identify opportunities for account expansion through ongoing discovery conversations.

• Identify customers with strong growth trajectories and proactively schedule strategic reviews to explore expansion possibilities.

• Own the expansion process from initial opportunity identification through solution development and implementation coordination and ensuring customer adoption post-implementation.

• Partner with the Professional Services team to design and deliver solutions that address identified expansion opportunities.

Enablement & Education

• Continuously learn new features within the Delivra software to stay current with product capabilities and emerging functionality.

• Prepare for product releases and stay informed on industry trends, including AI developments and marketing technology innovations, to provide valuable insights to customers.

• Apply growing digital marketing knowledge alongside understanding of automation and AI tools to reduce churn, increase product adoption, and improve NPS scores.

• Stay current with broader technology trends that impact customer success and marketing automation to better serve evolving customer needs.

• Develop proficiency with customer success tools, CRM platforms, and emerging technologies that enhance customer engagement and outcomes.

Process Excellence

• Follow established customer success playbooks and engagement strategies to drive consistent results.

• Contribute to the refinement of processes based on customer interactions and outcomes.

• Document best practices and insights to support team knowledge sharing.

Cross-Functional Collaboration

• Work closely with the Customer Success team to align on best practices and shared goals.

• Collaborate with Support and Professional Services teams to ensure seamless customer experiences.

• Contribute insights and feedback to help improve customer success processes and strategies.

Your First Six Months

After 1 week

• Meet your Delivra team members and understand team dynamics and collaboration methods.

• Learn all about Delivra - the product, company, and culture.

• Gain access to our applications and begin familiarizing yourself with customer success tools.

After 1 month

• Identify customers that have limited feature adoption and begin conversations about specific features that could benefit the account.

• Identify clients who show a strong growth trajectory and reach out to schedule a strategic review and learn more about their initiatives.

After 6 months

• Hold at least 4 strategic reviews a month in an effort to build relationships with key customers.

• Own an initiative to get customers to adopt specific software features based on current usage data.

What we would like to see in you

Every Delivra employee has three things in common: We’re curious, hungry, and good-humored. We try our best to balance hard work with good, old-fashioned fun. As a Customer Success Specialist with Delivra, there are extra specialties we’re on the lookout for:

• Excellent communication skills (speaking, listening, and writing) with ability to engage customers professionally and effectively.

• Continuous learner -- Our industry is always evolving so a candidate should be able to synthesize accumulated experience and knowledge into actionable decisions.

• Strong time management skills with ability to prioritize and manage multiple tasks, including leveraging others through hand-off of tasks and follow-up.

• Self-motivated and willing to take initiative to proactively solve problems and identify opportunities.

• Strong organizational skills and attention to detail in managing high-volume account portfolios.

• Team player who thrives in collaborative environments and contributes to shared success.

• Results-oriented mindset with focus on driving measurable customer outcomes.

• Growing knowledge of digital marketing concepts, particularly automated email marketing solutions.

Requirements:

• Prior demonstrated success in a customer-facing role with experience managing multiple accounts or relationships.

• Strong communication and interpersonal skills with ability to build rapport with diverse customer types.

• Proficiency with technology platforms and ability to quickly learn new software applications.

Preferred:

• Bachelor's degree in Marketing, Business, or related field.

• 1-2 years experience in automated email marketing solutions or customer success management.

• Some knowledge of SaaS applications and customer lifecycle management.

• Experience with CRM systems or customer success platforms.

Redbrick and Delivra are committed to creating a diverse environment where everyone can be their true authentic selves. We value all differences as they are essential for a thriving, happy, and productive workplace. If you’d like to join us and help build a disruptive company where we are all proud to belong, here are the next steps to becoming the next Customer Success Specialist at Delivra:

1. Apply with your cover letter and resume.

2. Take this opportunity to tell us your story and why you’d be a good fit for our team.

If you have any questions regarding the recruitment process or applying to this role, please reach out to careers@rdbrck.com. For any specific accommodations needed during the hiring process, please reach out to us at accommodation.request@rdbrck.com - we’re here to support your success.

Please note: due to the sensitive nature of data that our employees are privy to, our clients require a criminal background check of Delivra employees and potential employees. Only criminal convictions reasonably associated with the position in question will be relevant to the hiring decision.

Redbrick and Delivra are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and care for this beautiful land.