4,810 Customer Focused Professionals jobs in Canada

Title: Senior Customer Success Specialist

Type of work: Permanent

Location: On-Site (Downtown Toronto- In person 5 days a week)

Salary: 60,000-80,000 per annum

Required Skills & Experience

• 3+ years of experience in a customer success, account management, or a client-facing role

• Proven ability to communicate with C-suite stakeholders and manage enterprise-level relationships

• Confident leading presentations with the ability to control a room and tailor messaging to diverse audiences

• Comfortable navigating challenging conversations, providing strategic solutions, and maintaining client trust

• Strong Excel skills including pivot tables and VLOOKUPs to track client data

• Highly organized and proactive, with a track record of managing multiple accounts simultaneously

• Ability to collaborate with cross-functionally teams

Nice to Have Skills & Experience

• Background in an agency environment

• Prior experience as an account executive or account manager role

• Understanding of agency workflows, design principles and the customer lifecycle

Job Description

Insight Global is seeking a Sr. Customer Success Specialist to join a rapidly growing SaaS company that specializes in creative automation and brand content management.

This is a client-facing, high-impact role responsible for managing and growing relationships with strategic enterprise accounts. The ideal candidate will be a strong communicator, confident in executive settings, and capable of driving adoption, presenting insights, and resolving complex client needs with professionalism and empathy.

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities

Job Description

Job Summary:

This exciting role will be the face of the company for our marketplace and purchase program. The successful candidate must care deeply about solving avoidable wasted food and have excellent Customer Success Lead will manage the online marketplace and work closely with customer’s orders, confirming accuracy, and ensuring vendor commitments in accuracy and pricing. The Lead must also possess strong communication, interpersonal, and organizational skills to interact successfully with vendors, non profit customers and managers in responding to customer inquiries and resolving issues or complaints.

Duties/Responsibilities:

• Conduct demos of our platform to new and existing suppliers
• Account relations - Including assisting with onboarding and troubleshooting.
• Receive, coordinate and process incoming orders in our online platform
• Coordinate and schedule delivery of orders with vendors and non-profits
• Pricing out 3rd party logistics and vendors as needed
• Prepare PO’s, and Invoice customers
• Prepare standard operating procedures, knowledge-based documents such as summaries and responses to frequently asked questions.
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Collect data and prepare reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success team performance.

Required Skills/Abilities:

• Must be personable and enjoy working in a customer facing role with people in nonprofit and for profit organizations
• Strict attention to detail.
• Min 5 years of customer success experience required, preferably in the food industry or Consumer Packaged Goods industry.
• Accounts payable and receivable experience with some knowledge of Xero
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once.
• Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation to the technical or management Teams
• Comfortable using and learning software, including Google Suite, MS Office (Excel), ticketing/tracking systems and Salesforce.
• Excellent verbal and written communication skills.
• Ability to problem solve and resolve customer complaints and issues while maintaining a professional and calm demeanour.

Salary: $60,000 + benefits package

Location: Hybrid - Office in Vancouver + Remote (Must reside in British Columbia)

Job Description

Job Summary:

The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

The Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.

What you'll be doing:

25% - Get Customers Where They're Looking to Go

• As an RQ product and solution expert you take ownership of your customers and their success
• You successfully uncover what metrics each customer is measuring, and you'll use your knowledge of our software to help them achieve maximum value
• Proactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goals
• Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms

25% - Provide Proactive Service & Solve Problems Before They Happen

• You identify and resolve potential customer issues before they do. You will anticipate client needs and provide valuable insights to stop problems before they happen
• Stuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the account
• You will respond to customer requests and issues as the highest priority (within defined SLAs)
• Provide admin training on customer's request, and when new features are released

25% - Drive Retention Rates & Build Your Accounts

• Maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership
• Capture and maintain current customer accounts, and work with your sales team to identify growth opportunities
• Work with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated

25% - Onboard New Customers

• As an RQ product and solution expert, you understand your customer's requirements; you recommend options to create the best user experience for their users; and then setup the system that delivers beyond customer's expectations
• Use your project management skills! You'll drive our new projects by capturing and implementing each customer's specific requirements. They have go-live targets, and it's your job to hit them
• Capture and document each specific customers requirements and setup. It's your job to set up the next Customer Success Specialist to deliver value, so ensure they know what's important to each customer, and what's included in their individual setup

Success Metrics, and What We'll Measure:

• Retention rate we want to partner with our customers for the long run
• Proactive engagement helping our customers be successful in meeting their targets
• Onboarding time - Effectively onboard customers into RQ Products as per agreed delivery schedule
• Build your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your network

Job Type : Full time

Shift & Schedule :

• Workday: 9:00 am 5:00 pm, in office 3 days a week.
• After-hours work may be expected to hit your customer targets

Remuneration :

• Salary (base): $55,000 - $0,000 per year; On-Target Earnings: 60,000 - 70,000, uncapped
• Commission: Percent (%) of the Annual Contract Value (ACV) onboarded and retained
• Health benefit account ( 2,500)

Job Description

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $ million to US 100M ARR in just eight years has been marked by significant growth and achievements. With our 350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, Pune and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

The Manager of Customer Success oversees a multifaceted team of Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes resulting from successfully managed projects and initiatives within Assent’s Customer Experience department. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while  managing day-to-day operations. They will help foster a culture of excellence, collaboration, and service orientation within the Customer Success team.

• Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction

• Customer Risk and Escalation Management.

• Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.

• Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.

• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.

• Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.

• Partner with members of the assigned account team to support customer escalations and ensure timely resolution.

• Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives. These goals often include customer retention, satisfaction, upselling, and cross-selling.

• Provide timely and valuable feedback and recommendations to the Senior Managers, Senior Director and/or the VP of Customer Success on the requirements and needs of the function to meet objectives.

• Track and report on important business KPIs to monitor team performance and identify areas for improvement.

• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Customer Success groups.

• Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.

• Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.

• Ensure the team has security processes and procedures in place where applicable, managing infractions per corporate policy.

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• 5-8 years of experience in a customer success management, consulting, or project management role;

• A minimum of two years experience mentoring and/or leading teams, with a passion for developing others; 

• Strategic and business-minded - you are a critical and creative thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement;

• You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals;

• Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact and we will be happy to help.  

Job Description

Salary:

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the Enterprise Content Knowledge Graph market globally. Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Our comprehensive end-to-end solution empowers Digital Marketing Teams to achieve organic search results. Our technology is essential with the evolution of AI Search (ChatGPT, Gemini). The knowledge graphs we build can be re-used by Content teams to get insights on their content.

Visit Schema App at or on LinkedIn.

We are looking for a Customer Success Associate to join our team. Schema App's solution is a combination of our scalable technology platform and High Touch Support. The Customer Success Associate will be responsible for supporting our Customer Success Managers by taking on the daily tasks of maintenance and monitoring, authoring and customer action items.

Purpose of the Role

Delight our customers by executing timely and accurate support, with a focus on customer monitoring, documentation and action items, and template management to deliver an exceptional service experience.

Role Accountabilities

• Customer Maintenance and Deployment Monitoring: Own the process to monitor, execute, analyze and report on Maintenance and Monitoring in a timely and accurate manner at the cadence outlined in the customer contracts.

• Support Ticket Queue: Manage and resolve support tickets in the queue and loop in relevant departments to ensure accurate and timely resolution.

• Customer Support and Documentation: Partner with Customer Success Managers (CSMs) for Business Review Prep, Customer action items (examples are rich result opportunities, specific reporting, market news consolidation, etc), and note taking and documentation. Partner with CSMs for expansion paperwork drafting, follow-ups and resolution.

• Product Feedback: Identifying and providing feedback, or ask the questions to product to figure out how things are working, document it clearly, or make the product better. Open Githubs and document problems and opportunities within the tools.

• Authoring and Template Management: Partner with CSMs for authoring schema markup in Highlighter. Including authoring, documentation, QA and yearly template maintenance.

Key Competencies

• Lifelong Learner: Strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness, wisdom, knowledge, and insight.

• Project Management: Strength in working collaboratively with internal stakeholders to identify, create, and manage project plans for the contract while demonstrating fierce prioritization and ensure deliverables are provided on timelines agreed to.

• Organization and Time Management: Ability to prioritize tasks and manage tasks for multiple customer accounts. Capability to meet deadlines and maintain accurate records. Ability to manage support ticket queues efficiently.

• Communication Skills: Excellent written and verbal communication skills for internal and customer interactions and documentation. Capability to effectively manage expectations and resolve issues. Strong note taking and documentation abilities.

• Analytical Skills: Ability to interpret data and identify trends related to customer and industry trends. Capability to analyze customer needs and provide relevant solutions. Ability to QA documents and templates.

• Technical Proficiency: Ability to learn Schema Markup and how to monitor and analyze deployment and maintenance data. Proficiency in using CRM and support ticketing systems. Capability to understand and explain technical concepts to internal and external stakeholders.
  

Metrics

• Support Ticket First Response SLA
• Support Ticket Resolution SLA
• On time Maintenance and Monitoring Report Delivery
• Business Review Customer Satisfaction Score

Core Values

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and dont give up.
  
• One Team: We are collaborative; we win and learn together.
• We are Humble:We know what we are good at as people and as a company. We share what we know, admit what we dont, and seek clarity through curious questions.
  
  

Life @ Schema App

• Culture focused on your growth: Weekly 1:1, Career Logbooks, and Quarterly Development Goals
• Great benefits for health & wellness, and your coverage starts as soon as you do.
• Flex days to re-energize on top of vacation days and take your birthday off!
• You choose where you work - home or headquarters in Guelph. Sales team does come in 1-2 times per week.
• The Culture Club keeps our virtual team connected through fun and innovative events.
• Diverse smart team! The more inclusive we are, the better our work will be.

Schema Apps purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

Job Description

Job Summary:

The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

We are looking for multiple (3) Customer Success Engineers for our client looking to build out a brand new team! This is a remote position, with a company based in Vancouver. Our client is a rapidly growing software development company.

You Have:

• 2+ years of Customer Success Management, Consulting or Project delivery for a global B2B tech, SaaS or enterprise software business
• Analytical: Strong analytical skills with an aptitude for translating quantitative and qualitative customer data into action plans.
• Technology and systems: Comfortable with the following software: JIRA, Microsoft 365, Salesforce, Atlassian
• Experience onboarding customers and participating in pre-sales meetings

Bonus points if you have:

• Knowledge of Directory services (DirSync, AADSync, Active Directory / domains) and messaging platforms (platforms (e.g.: Office 365, Exchange, G-suite, Lotus Notes, GroupWise, Zimbra, etc.)

Perks:

• Competitive Salary!
• Health and dental benefits
• Plenty of vacation time
• Opportunity for career progression
• Completely remote work!

If this role sounds like something you might be interested in, please click apply!