Customer Experience & Success Lead

19 Works; Vancouver; Hybrid; CAD 65,000 - 75,000; Full time

Job summary

A leading real estate tech company in Vancouver is seeking a Customer Experience & Success Lead. This hybrid role will focus on optimizing customer journeys, driving retention initiatives, and collaborating across teams. The ideal candidate has over 2 years of experience in customer success or experience roles, strong communication and relationship management skills, and familiarity with CRM tools like Intercom and Zoho Desk. The position offers an annual salary of CA$65,000 - $75,000, depending on experience.

Benefits

Comprehensive benefits package

Best equipment for work

Awesome team events

Central office location

Qualifications

• 2+ years of experience in customer success or customer experience roles.
• Proactive, solution-oriented mindset with strong organizational skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Lead and optimize onboarding experience and maintain educational resources.
• Monitor key health metrics and engage customers at lifecycle moments.
• Map and continually improve the end-to-end customer journey.

Skills

Customer engagement

Relationship management

Communication

Problem-solving

Data analysis

Organizational skills

Tools

Intercom

Zoho Desk

Job description

REW.ca is seeking an exceptional Customer Experience & Success Lead with a results-oriented approach to customer relationships.

At REW.ca, we believe real estate is one of life’s great adventures. Since 1978, we’ve been empowering Canadians to navigate their home search journeys with confidence. As Canada’s leading real estate platform, we combine innovative technology, deep market insights, and a seamless user experience to help Homeseekers find their perfect home. Our mission is to make real estate a more personal experience, guided by care, empathy, and innovation with the goal of being the top choice for Canadians to find their next home.

We’ve done this by carefully assembling a team of great people who have great ideas. One of those genius-level ideas is to make REW quite simply the best place in the world to work - and we’d like your help to get there.

And that’s where you come in.

We are looking for a Customer Experience & Success Lead with exceptional skills in customer engagement, onboarding, communication, and relationship management to help shape how our customers feel and interact with REW throughout their entire lifecycle. The ideal candidate thrives in a hybrid CX/CS role - someone who can educate and guide customers, monitor health and satisfaction, identify risks and opportunities, and ensure they consistently realize value from our products.

In this role, you’ll be deeply involved in optimizing the customer journey, driving retention initiatives, gathering and acting on feedback, and collaborating across teams to improve experience and outcomes. You will play a key part in strengthening loyalty, preventing churn, championing the voice of the customer, and fostering long-term partnerships that help our clients thrive.

Key Responsibilities

Customer Onboarding & Education

• Lead and optimize a smooth, value-focused onboarding experience.
• Create and maintain scalable educational resources (videos, emails, knowledge base content).
• Partner with Product and Marketing to ensure all help materials remain accurate and up to date.

Customer Engagement, Health & Retention

• Monitor key health metrics (NPS, engagement, cancellations) and engage customers at critical lifecycle moments.
• Conduct regular check-ins to confirm value realization and goal progression.
• Identify churn risks, execute retention strategies, and lead exit interviews to inform improvements.
• Work with the Customer Experience Director to strengthen satisfaction and retention processes.

Customer Journey & Value Realization

• Map and continually improve the end-to-end customer journey.
• Collaborate cross-functionally to address friction points and enhance experience.
• Help customers define success measures, track ROI, and deliver value reviews for key accounts.

Feedback, Advocacy & Community Engagement

• Build systems to gather, analyze, and act on customer feedback.
• Represent the customer voice across internal teams to inform product and service improvements.
• Identify customer advocates for testimonials and case studies.
• Support events and recognition initiatives that build loyalty and engagement.

Cross-Functional Collaboration

• Act as a liaison between customers and internal teams to ensure seamless communication and feedback loops.
• Participate in strategic planning to advocate for customer needs and insights.

Key Skills & Qualifications

• Proactive, solution-oriented mindset with strong organizational skills.
• Demonstrated ownership and accountability from planning through execution.
• 2+ years of experience in customer success or customer experience roles.
• Excellent communication, interpersonal, and problem-solving abilities.
• Empathy-driven approach focused on building long-term relationships.
• Proficiency with CRM, CS platforms, and support tools (e.g., Intercom, Zoho Desk).
• Ability to analyze data and customer behavior to identify risks and opportunities.
• Comfortable collaborating with Marketing, Sales, Product, and Support teams.

What we can offer you.

In addition to attractive base compensation, we provide a comprehensive benefits package, the best equipment for you to do your best work, awesome perks and team events to keep you connected, plus a hybrid working model with an awesome office space in a central location. Annual base salary for this role is CA$65,000 - $75,000, dependant on experience.

Please note, this position is a hybrid role, with required in-office days at our Vancouver offices.

Help us make the best company in the world.

If you’re interested in helping to make a rapidly-growing real estate tech company one of the best places in the world to work, you really should join our adventure by applying below.