Customer Success Associate

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

📋 Description

• Assist new clients with the setup, configuration, and initial adoption phases; ensure a seamless transition from the Sales and Implementation teams.

• Monitor usage, engagement, and risk indicators; provide insights to leadership when necessary.

• Discover opportunities for enhancing or expanding the customer’s services through active client engagement and advocacy.

• Track issues and collaborate with Support and Product teams to guarantee timely resolutions.

• Generate usage reports and insights for Quarterly Business Reviews (QBRs) and renewal discussions.

• Implement repeatable Customer Success playbooks, including renewal preparation, adoption encouragement, and product education.

• Conduct training sessions, develop documentation, and assist customers in understanding new features.

• Relay customer feedback to Product, support revenue initiatives alongside Sales, and manage internal workflows.

• Ensure CRM accuracy, update customer records, and contribute to the enhancement of internal processes.

⛳️ Requirements

• Knowledge of financial workflows, payments, compliance, or financial data systems.

• Familiarity with subscription models, usage metrics, and customer lifecycle stages.

• Strong analytical abilities; capable of interpreting customer data and recognizing trends.

• Exceptional communication skills—clear, structured, and focused on the customer.

• Experience with CRM and technology tools, including HubSpot, JIRA, and Power BI.

• Capability to manage multiple priorities in a dynamic work environment.

• Proactive, solution-oriented mindset with an emphasis on customer outcomes.

• Organized and methodical, with excellent meeting notes and a strategic approach to achieving targets.

• Bachelor’s degree in computer science, mathematics, physics, engineering, or finance from a recognized Canadian university.

• Proficiency in French is an advantage.

🏝️ Benefits

• Competitive compensation package, including a lucrative commission plan and equity options.

• Comprehensive benefits package.

• High-quality Mac or PC laptop provided.

• $1000 budget allocated for setting up your home office.

• Unlimited vacation policy.