OFFICE LOCATION:

Most of our team is currently located around Vancouver, BC. However, we are remote-friendly. International travel is required by this role, your proximity to Vancouver will be a consideration (because of ease of access to YVR).

ABOUT THE ROLE

As a Customer Success Specialist, your role spans 3 main functions:

KEY RESPONSIBILITIES

Within your first 30 days you will be able to…

• Clearly explain how FlexiBake’s software is used - how it processes data, the typical workflows followed, and how different clients would use it based on the types of products they produce, how they handle shipping and distribution, or how they process sales orders.
• Self-serve many of your own questions through our Knowledge Base (KB). Audit our KB content against recurring “how-to” questions; propose quick fixes and content gaps.
• Answer basic support questions from customers such as “how to do __ in FlexiBake”. Manage the inquiry in our Support Desk software. Route support/billing/training requests to the right teams and track resolutions for trend spotting.
• Co-lead parts of 1–2 active implementations (agenda, notes, risk tracking) and run targeted training sessions with a playbook in hand.
• Set up an implementation project plan and maintain CRM hygiene for projects: stakeholders, roles, timeline, milestones, issues, and next steps.
• Take ownership of a small starter portfolio; schedule regular check-ins, complete health snapshots, and document summaries & actions in the CRM.
• Log potential upsell signals during calls (usage gaps, new roles, add-on needs) and create basic opportunities in the CRM with clear next actions.
• Gather and use contextual information from different sources to update records in our CRM including deals, organizations, and contacts.

Within your first 90 days you will be able to…