Customer Success Associate

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

📋 Description

• Act as the main point of contact for a designated portfolio of existing Hyper-Reach customer accounts.

• Manage the complete renewal process, which includes tracking contract expirations, proactive outreach at 90/60/30-day intervals, and overseeing renewals until signed.

• Monitor account health and product usage to detect signs of dissatisfaction or potential churn, escalating to leadership when necessary.

• Collaborate with Support and Product teams to address customer issues and advocate for their needs internally.

• Recognize expansion or upsell opportunities and direct qualified leads to the growth/sales team.

• Assist in the transition of new customers from Sales and Implementation into the portfolio.

• Collect and communicate customer feedback to guide product and process enhancements.

• Track and report on renewal rates, retention, and other account health metrics.

• Contribute to the development of a customer success playbook alongside the VP of Sales.

• Monitor metrics and relationships to identify and manage accounts at risk.

• Coordinate with Sales to establish a customer referral pipeline.

⛳️ Requirements

• 1–2 years of experience in account management, customer success, client services, or a comparable client-facing role.

• Experience in SaaS is advantageous but not mandatory.

• Excellent written and verbal communication abilities.

• A genuine passion for fostering long-term customer relationships.

• Highly organized with a keen attention to detail.

• Capability to manage multiple accounts, deadlines, and renewal dates concurrently.

• Comfortable learning and utilizing CRM and customer success tools, such as Pipedrive.

• Self-driven and able to perform effectively in a fully remote setting.

• Team-oriented with a customer-first approach.

• Willingness to learn and grow.

🏝️ Benefits

• Early-career mentorship.

• Significant potential for career advancement.

• Opportunity to work within Valsoft’s ecosystem of over 150 vertical software companies.

• Access to a shared ecosystem of best practices.