Customer Success Specialist (Canada / Remote / Central Time Zone)

Job Description

About the company:

Our client is a rapidly growing AI-powered business development software for commercial general contractors that transforms how companies find new work and manage relationships. Their cutting-edge technology acts as a force multiplier for business development teams, optimizes project ROI with early engagement, and drives growth. They are on a mission to transform how construction companies build relationships, and we're looking for passionate individuals to join our dynamic team.

The Role:

We are looking for a Customer Onboarding Specialist to join our team and play a pivotal role in ensuring a seamless transition for new customers. As the first point of contact post-sale, you will own the onboarding experience, guide users through the product, and set the foundation for long-term success. This role is critical to building trust, driving product adoption, and ensuring customer satisfaction.

Key Responsibilities:

• Trial Kick-Offs: Manage and execute trial kick-off meetings, ensuring customers are set up for success from day one.
• Customer Onboarding: Lead new customer onboarding processes, including training sessions, account setup, and product walkthroughs tailored to their needs.
• Enhance the onboarding experience by simplifying the transition from free trial to paying customers.
• Technical Product Support: Provide initial technical support to address customer inquiries during onboarding.
• Customer Success Metrics: Monitor and report on key metrics such as retention, engagement, and time-to-value for onboarding customers.
• Customer Communication: Collaborate with customers through tools like Intercom, ensuring prompt responses and proactive outreach during the onboarding phase.
• Content Creation: Develop and maintain CS resources (FAQs, guides, video tutorials) to streamline the onboarding process and improve scalability.
• Case Studies: Work with customers to identify success stories and develop compelling case studies.
• Feedback Loop: Act as the voice of the customer, collecting feedback and working with the product team to drive improvements.
• CRM Management: Maintain accurate records of customer interactions, onboarding progress, and feedback in the CRM.
• Cross-Functional Collaboration: Liaise between sales, customer success, and product teams to ensure a cohesive customer journey.

Requirements

What You’ll Bring:

• 2+ years of experience in customer onboarding, success, or account management, ideally within a SaaS environment.
• A background or familiarity with the construction industry.
• Exceptional communication and presentation skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
• A proactive, problem-solving mindset with a passion for delivering an exceptional customer experience.
• Experience with customer success tools like Intercom and CRM platforms (e.g., HubSpot, Salesforce).
• Self-starter attitude and ability to thrive in a fast-paced, dynamic startup environment.

Benefits

• Influence & Impact: We encourage initiative and open sharing of ideas to improve the company.
• Flexible Work Culture: Outcomes matter more than hours. Our remote-friendly practices support diverse lifestyles and work styles.
• Strong Team Culture: Enjoy working with teammates through retreats, hangouts, and team-building activities.
• Transparency & Growth: We openly share financials and strategies, enabling you to contribute and grow professionally.
• People-First Values: Integrity and kindness guide our actions, fostering open communication and collective success.

Application Process:

The application process includes a primary interview to discuss qualifications, a skills assessment to test technical abilities, a pitch call and a management interview to evaluate the cultural add to the team and leadership potential.