Customer Success Advisor

Jobgether; Canada; Remote; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Remote work from anywhere in Canada (P

Job summary

Jobgether is seeking a Customer Success Advisor based in Canada to deliver exceptional experiences and maximize value from a leading hospitality SaaS solution. You will troubleshoot issues, document feedback, and collaborate with engineering to drive product improvements.

You will act as a trusted advisor, helping clients adopt solutions and achieve business goals while maintaining high CSAT and retention. Remote-ready role with opportunity for growth.

Qualifications

• At least 2 years in a SaaS environment, customer success, technical support, or similar.
• Exceptional verbal and written communication skills; able to explain tech concepts clearly.
• Customer-first mindset with strong relationship building.
• Ability to work remotely and manage priorities independently.

Responsibilities

• Respond to customer inquiries via live chat, email, and phone.
• Diagnose issues and provide practical technical and business solutions.
• Advise customers on adopting solutions that meet business objectives.
• Document bugs and provide detailed reproduction steps to engineering.

Skills

Customer success

SaaS experience

Technical support

Communication skills

Tools

Customer support platforms

Ticket management systems

Knowledge base tools

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Advisor based in Canada.

As a Customer Success Advisor, you will play a vital role in delivering exceptional customer experiences and helping clients maximize the value of a leading SaaS solution for the hospitality industry. You will act as a trusted advisor, combining technical problem-solving skills with a strong understanding of customer needs to provide effective and personalized support. Working closely with customers and internal teams, you will troubleshoot issues, recommend solutions, and identify opportunities to improve products and services. You will also contribute to product development by documenting customer feedback, reporting bugs, and sharing feature suggestions with engineering teams. Within a collaborative, fast-growing technology environment, you will take ownership of customer satisfaction, engagement, and retention. This is an exciting opportunity for a customer-focused professional who enjoys technology, continuous learning, and making a measurable impact.

Accountabilities

• Respond to incoming customer inquiries through multiple communication channels, including live chat, email, and phone.
• Diagnose customer issues and provide practical technical and business solutions through chat, email, phone, and video calls.
• Act as a trusted customer advisor, helping clients make informed decisions and adopt solutions that support their business objectives.
• Investigate technical issues thoroughly, identify root causes, and resolve problems independently whenever possible before escalating to engineering teams.
• Document and report product bugs, ensuring engineering teams receive accurate information and detailed reproduction steps to facilitate efficient resolution.
• Capture customer experiences, feedback, and business challenges to inform product improvements and future feature development.
• Submit feature requests on behalf of customers and communicate their needs effectively to internal stakeholders.
• Contribute to the creation, maintenance, and accuracy of knowledge base articles and customer support documentation.
• Monitor AI-powered customer support responses to ensure accuracy, relevance, and consistency with established service standards.
• Maintain high customer satisfaction and experience scores, while supporting customer loyalty and retention.
• Monitor and achieve key performance indicators, including CSAT, Customer Experience (CX) scores, Net Promoter Score (NPS), initial response times, ticket resolution times, knowledge base accuracy, and customer churn.
• Collaborate with customer success leadership to establish professional development goals and actively manage your career progression.
• Support additional customer success activities as needed, including occasional work outside standard business hours.

Requirements:

• At least 2 years of professional experience in a SaaS environment, customer success, technical support, or a similar customer-facing role.
• Strong technical aptitude and enthusiasm for learning new technologies, software platforms, and digital tools.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts and business solutions clearly.
• A customer-first mindset, with a genuine passion for helping clients, building relationships, and delivering outstanding service.
• Strong analytical and troubleshooting abilities, including experience investigating technical issues, identifying root causes, and developing creative solutions.
• Ability to work independently, take ownership of customer requests, and manage priorities effectively in a remote working environment.
• Excellent interpersonal skills and the ability to build strong professional relationships with remote colleagues and cross-functional teams.
• A proactive, accountable, and solutions-oriented approach, with the confidence to challenge existing processes and recommend better ways of working.
• Availability to work regular business hours, approximately 9 a.m. to 5 p.m., aligned with Pacific or Mountain Time.
• Previous experience in the hospitality industry is considered a strong advantage, particularly in hotel operations, banquets, front desk, group reservations, hotel sales, or catering.
• Experience with customer support platforms, ticket management systems, or knowledge base tools is an asset.

Benefits:

• Competitive salary: Annual compensation ranging from CAD $55,000 to $65,000, depending on experience, skills, and qualifications.
• Remote flexibility: Work from home anywhere in Canada, provided you are based in a Pacific or Mountain Time Zone.
• Health and dental coverage: Access to healthcare and dental benefits.
• Collaborative environment: Join a supportive, high-performing customer success team that values teamwork, integrity, and mutual support.
• Professional growth: Work with leadership to develop a personalized career progression plan and pursue your professional ambitions.
• Learning opportunities: Develop your technical expertise and customer success skills within a growing SaaS technology environment.
• Meaningful contribution: Have a direct impact on customer satisfaction, product development, and the company's continued growth.
• Growth and innovation: Be part of a fast-growing technology business where you can contribute to building and shaping a successful company.