Customer Success Specialist

• Responding promptly and effectively to customer emails via designated support channels
• Guiding new customers through the onboarding process, including conducting training sessions and product walkthroughs
• Identifying and escalating complex issues or customer concerns to appropriate internal teams when necessary
• Aggregating user insights and relaying critical product feedback and feature requests
• Managing the timely distribution of renewal reminders to customers
• Deploying targeted email campaigns aimed at customer engagement, retention, and expansion
• Maintaining accurate and current customer records and interactions within the CRM system

• You are working on or building a professional social network
• You have at least 1 year of experience managing accounts in a customer service or customer success role, preferably within a software company
• You have exposure to the SaaS (Software as a Service) business model and understand the key drivers of customer retention and user adoption
• You are comfortable managing Midmarket accounts and have experience (or a strong aptitude) for executing mass campaigns to engage customers at scale
• You are comfortable learning and navigating various software applications efficiently and enjoy troubleshooting basic technical problems (like login issues) to find solutions for customers
• You possess excellent communication skills, able to convey information clearly and professionally both in writing and verbally
• You exhibit an internal locus of control, taking ownership of your work, prioritizing tasks effectively, and proactively seeking ways to contribute without constant supervision
• You are eager, quick to learn, and comfortable with ambiguity, demonstrating adaptability to new information, processes, and situations
• You have a keen eye for detail, ensuring accuracy in record-keeping and customer interactions
• You bring enthusiasm for helping customers and working collaboratively within a dynamic team

A background in science is considered a strong asset, helping you better understand the specific challenges and workflows of our clients

• Earn yourself some equity (employee options make up 20% of the value of the company at all times)
• Three weeks paid vacation + paid statutory holidays
• Be a part of a tightly-knit team with a thriving hybrid culture
• If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days per week
• Upgrade your home office setup with our remote or hybrid stipend
• Join us for our annual all-company retreat (past destinations include Bermuda, Iceland, Costa Rica and Spain)
• Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes)
• Take part in our Employee Giving Program (you choose the causes and the company provides the funds)
• Basic and extended health and dental benefits
• Paid and topped-up maternal and parental leave