WHAT WILL YOUR MAIN RESPONSIBILITIES LOOK LIKE?

In this role, you will be expected to:

• Serve as the strategic advisor and primary point of contact for your portfolio of clients, driving customer success across onboarding, adoption, and expansion.
• Collaborate with technical teams to translate customer feedback into actionable insights and escalate issues or feature gaps appropriately.
• Meet with clients at a scheduled cadence (anywhere from weekly to bi-annually based on needs) to help ensure that they are successful on the platform and conduct regular business reviews and strategic check-ins to align on goals, assess health, and reinforce product value.
• Become a product and domain expert - from workflow and feature functionalities to main customer use cases.
• Work with the implementation team to help ensure a smooth transition into CS and to provide the best service possible to the client.
• Lead the onboarding for new clients and work to guarantee complete adoption of the platform by the client.
• Identify and support qualified expansion opportunities in partnership with Sales, ensuring value alignment and timing.
• Capture client priorities and influence the product roadmap by articulating trends, needs, and impact.
• Interface with the internal technical team to scope requests, implement new feature requests, and set up integrations.
• Expected to regularly evaluate and refine the processes you are involved in.

WHAT ELEMENTS OF YOUR PROFESSIONAL BACKGROUND WILL BE NECESSARY AND USEFUL IN THIS ROLE?

• At least 3 years of experience in a Customer Success or Strategic Account Management role, managing a book of business and driving client outcomes.
• Customer-centric and consultative—you thrive in business conversations, understand client objectives, and translate them into platform strategies.
• Great time-management and organization skills with attention to detail, ability to meet deadlines, and initiate appropriate follow-ups.
• Experience onboarding multiple clients at the same time.
• Effective collaborator with cross-functional teams - especially product, implementation, and engineering.
• Hunger to learn, grow and perform - we are a small team, which means plenty of opportunities for you to own new responsibilities.
• Advanced in Word, PowerPoint, and Excel.
• Bachelor’s degree or equivalent practical experience.
• Required: Authorized to work in the US or Montreal, Canada - unfortunately, we are not able to sponsor work visas or transfers at this time.