Hybrid Customer Success Associate

at LumiQ

• Job title: Customer Success Associate
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Customer Success Associate leading customer relationships and ensuring satisfaction for LumiQ's unique audio-learning platform. Focused on user engagement and client advocacy in a hybrid work environment.

Responsibilities

• Lead and develop relationships with assigned customers, end users, and key business stakeholders to ensure customer satisfaction, product adoption, and advocacy.
• Operate with a “Customer First” mindset by proactively soliciting and monitoring client satisfaction, product usage, and adoption to mitigate customer churn.
• Conduct customer onboarding, regular business reviews, and engagement activities aligned with our customers' goals to achieve stated objectives.
• Run engagement activities
• Provide consistent and timely communication to our LumiQ customers
• Partner with our revenue team to deliver a seamless customer experience
• Collaborate with the sales team to help identify and drive expansion opportunities
• Maintenance of all customer contact information, emails, and meeting notes
• Assist with other duties and tasks as assigned

Requirements

• 1+ years relevant work experience in a customer success, account management role
• You are experienced, passionate, and have a “Customer First” mindset
• Excellent online presentation skills
• Adaptable and flexible in a startup environment
• Experience with Salesforce or other CRM tools
• Ability to listen and respond to our customers with understanding and empathy
• Strong verbal and written communication skills
• Highly organized, detail-oriented, and able to multitask

Benefits

• Health Benefits are available after 3 months with us, including a yearly health spending account.
• You'll also have access to an Employee Assistance Program for additional support if needed.
• Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.
• Monthly team social events: (Super Smash Bro party, hot chocolate bar, Blue Jays game, Hot One's Challenge are just a few examples of what we have done in the past).
• Schedule flexibility: We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school!
• Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.
• Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.
• LumiQ Clubs: Join an existing club or start your own!