Customer Success Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide support for a portfolio of Clubspeed and Resova clients throughout the processes of onboarding, adoption, engagement, and renewal.

• Establish trusted relationships and act as the primary daily contact for customers.

• Address customer inquiries and resolve common issues directly.

• Manage requests and coordinate escalations with Support, Product, Implementation, and other internal teams.

• Track customer issues until resolution and keep clients informed throughout the process.

• Monitor customer health, product engagement, and account activities to identify potential risks early on.

• Assist in retention, recovery, and renewal initiatives.

• Conduct product onboarding sessions, webinars, and ongoing training for customers.

• Suggest workflows, features, solutions, and best practices aligned with customer objectives.

• Convert product releases and new functionalities into actionable use cases for customers.

• Collect customer feedback and usage insights for internal teams.

• Identify opportunities for expansion, upselling, and payments, and facilitate connections between customers and the commercial team.

• Keep precise records of customer interactions, activity notes, health indicators, and next steps in CRM and Customer Success systems.

• Utilize customer data and engagement signals to prioritize outreach efforts.

• Contribute to enhancing Customer Success playbooks, processes, and scalable programs.

⛳️ Requirements

• 2-4 years of experience in Customer Success, Account Management, Customer Support, or a comparable customer-facing role, ideally with a SaaS product.

• Excellent communication and relationship-building skills.

• Capability to manage multiple customers, requests, and priorities while maintaining attention to detail.

• A problem-solving mindset with the ability to discern when to independently resolve issues or seek additional expertise.

• Proven experience in translating customer needs into effective product recommendations or solutions.

• Ability to recognize customer risks and take proactive measures.

• Strong skills in cross-functional collaboration.

• Proficiency with CRM and Customer Success technologies; experience with Salesforce is a plus.

• Bachelor’s degree in Business, Communications, Education, or a related field, or an equivalent relevant professional experience.

• Experience in hospitality, attractions, entertainment venues, reservations, point of sale, payments, or vertical SaaS is a significant advantage.

• Familiarity with Jira, Confluence, or other Atlassian tools is beneficial.

🏝️ Benefits

• Competitive salary (ranging from $60,000 to $70,000 CAD).

• Comprehensive health coverage, including dental and vision.

• Flexible time off policy.