Job Overview
We are seeking a dedicated Customer Success & Implementation Specialist to join our dynamic team. In this role, you will be responsible for onboarding new clients, ensuring their successful adoption of our SaaS solutions, and maintaining ongoing relationships to promote customer satisfaction and retention. The ideal candidate will possess strong project management, communication, and analysis skills, with experience in customer relationship management and account management within the SaaS or CRM/ERP industries. This position offers an exciting opportunity to work closely with clients, support their growth, and contribute to the overall success of our company.
Due to the nature of the work, 100% of our work must be performed onsite from our office. No Remote or Hybrid work models available.
Responsibilities
- Lead the onboarding process for new clients, ensuring smooth implementation of our SaaS products.
- Manage client accounts by providing ongoing support, training, and consultation to maximize product utilization.
- Develop and execute strategic plans to foster long-term customer relationships and drive customer success metrics.
- Collaborate with sales, marketing, and product teams to communicate client feedback and identify opportunities for upselling or expansion.
- Utilize Salesforce and other CRM tools to track client interactions, usage patterns, and health scores.
- Conduct analysis of client data to identify trends, potential issues, and areas for improvement.
- Support clients through technical challenges by coordinating with internal teams or external vendors as needed.
- Assist in creating educational content such as webinars, tutorials, or documentation to enhance client understanding of our offerings.
- Maintain a thorough understanding of industry trends in SaaS and financial services to provide relevant insights to clients.
What You'll Own
Customer Success
- Build trusted relationships with customers and become their primary point of contact.
- Guide customers throughout their entire lifecycle—from implementation to long-term success.
- Conduct regular customer meetings to review goals, progress, adoption, and opportunities for improvement.
- Monitor customer engagement and proactively identify opportunities to increase platform adoption.
- Ensure customers achieve measurable value from our SaaS Product.
Software Implementation
- Lead end-to-end software implementations for new customers.
- Configure customer environments, security settings, workflows, permissions, and platform preferences.
- Plan and execute customer data imports, migrations, validation, and cleanup.
- Coordinate implementation timelines and ensure projects remain on schedule.
- Deliver smooth, successful go-live experiences.
Onboarding & Training
- Deliver engaging virtual training sessions and product demonstrations.
- Develop customer documentation, guides, and onboarding resources.
- Coach customers on best practices and platform capabilities.
- Help organizations confidently adopt new processes and workflows.
Customer Operations & Support
- Respond to customer questions by phone, email, and virtual meetings.
- Troubleshoot application issues and coordinate with Product and Development teams when escalation is required.
- Manage customer requests from intake through completion while maintaining clear communication throughout the process.
- Assist customers with data imports, exports, updates, and ongoing system administration.
- Support customer communications, including email campaigns, SMS messaging, and website content updates.
- Maintain accurate documentation within our CRM and support systems.
Product Collaboration
- Gather customer feedback and enhancement requests.
- Partner with Product and Development teams to improve the customer experience.
- Identify recurring customer challenges and recommend scalable solutions.
What Success Looks Like
- Customers have an exceptional experience.
- Projects are delivered on time and with high quality.
- Customers confidently adopt and use the platform.
- Customer satisfaction and retention remain high.
- Customer issues and support requests are resolved quickly and professionally.
What We're Looking For
Required Qualifications
- 3+ years of experience in Customer Success, Software Implementation, Technical Account Management, Professional Services, Customer Support, or another client-facing SaaS role.
- Experience managing software implementations from kickoff through go-live.
- Exceptional communication and relationship-building skills.
- Strong organizational and project management abilities.
- Experience delivering customer training and presentations.
- Ability to manage multiple customers and projects simultaneously.
- Advanced Microsoft Excel skills, including:
- Data imports
- Data cleaning and validation
- Working with large datasets
- Functions such as XLOOKUP/VLOOKUP, IF, SUMIF, and filtering
- Experience using CRM and customer support platforms.
- Strong analytical thinking and problem-solving skills.
- High attention to detail and commitment to delivering outstanding customer experiences.
- Fluency in English (oral and written) is a must.
Nice to Have
- Experience working for a SaaS company.
- Familiarity with the Canadian labour movement, associations, or membership-based organizations.
- Experience with data migration or CRM implementations.
- Familiarity with SQL
Compensation
Compensation will be based on Proven expirieince and practical knwoladge of applicable skills. Clear pay progressin will be provided.
Pay: $40,000.00-$60,000.00 per year
Application question(s):
- Are able to work onsite 100% of the time ?
Experience:
- SaaS Onboarding: 3 years (required)
- CRM Setup: 3 years (required)
Language:
Work Location: In person
