Customer Success Engagement Advisor

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

• Impact
• Community
• Growth
• Excellence

Feel like you can make a difference? Good news, we saved you a seat! 

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.

Your role as Customer Success Engagement Advisor

Dialogue is looking for a Customer Success Engagement Advisor to take part in our mission to help people improve their wellbeing. Your role will be to support daily Customer Success operations, strengthen relationships with our SMB clients, and help optimize processes that drive retention and satisfaction.

This is a great opportunity for someone who wants to build a strong foundation in Customer Success while contributing meaningfully to client experience and operational excellence. Want to join our exceptional team in an evolving industry? Good news — we saved you a seat!

What you'll be doing

• Deliver best-practice insights to internal teams and clients by providing strategic, actionable recommendations that support the selection and implementation of high-impact strategies to drive registration, utilization, and overall program effectiveness
• Develop segment-specific engagement strategies by creating tailored playbooks that reflect unique user behaviors, channel preferences, and platform limitations to drive impact and long-term retention, with clear, actionable recommendations
• Understand the client’s reality, business context, and needs through thorough discovery, and analyze industry trends and client data to identify content gaps, addressing them by developing new assets or adapting existing materials
• Partner strategically with Customer Success, Product, and Marketing teams to support key initiatives that drive engagement optimization, strengthen the end-to-end member journey, and improve client and member outcomes by leveraging insights to inform workflow, onboarding, and retention strategies
• Support scalable execution of programs by coordinating logistics for Health & Wellness sessions and launches, ensuring smooth delivery and a frictionless experience for clients and members

We'd love to hear from you if you have

• Strong written and verbal communication skills in both French and English
• A solution-oriented mindset with the ability to analyze industry data, identify performance gaps, and deliver creative, high-impact solutions
• Experience working cross-functionally with Product, Marketing, and Customer Success teams to streamline the member and client journeys and improve internal workflows
• A background in adapting content into targeted tools that drive engagement across the entire client journey, from onboarding to long-term retention.
• Excellent organizational skills and the ability to manage multiple priorities with care and precision
• Comfort working with digital tools and learning new systems quickly
• 5+ years experience in Customer Success, marketing, or customer strategy within a SaaS or service-based environment

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up