Customer Experience & Success Lead — Onboarding & Retention

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

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.