Customer Success Associate

Propra; Calgary; On-site; CAD 52,000 - 78,000; Full time

Benefits offered by this job

Real work that matters

Freedom to manage your own work

Down-to-earth team

Job summary

Propra seeks a proactive Customer Success Associate to ensure customers achieve maximum value from our SaaS property-management platform. You will drive product adoption, resolve issues, and guide customers through onboarding to rapid wins.

Ideal candidates bring experience in customer success, strong communication, and a passion for solving problems in a fast-paced startup environment. You will collaborate with Product, Sales, and Marketing to meet customer needs and contribute to a growing,

Qualifications

• Experience in customer success or related field, preferably B2B SaaS.

Responsibilities

• Build and maintain strong customer relationships through regular check-ins and guidance.
• Provide exceptional customer support and timely case resolution.
• Lead onboarding to ensure customers are trained and set up for quick wins.
• Track and report on metrics like CSAT, retention, and platform adoption.
• Document bugs and work with tech to test and fix.
• Contribute to and maintain Propra’s support documentation.

Skills

Customer relationships

Customer success

Problem solving

Empathy

Team player

Tools

HubSpot

Intercom

Job description

Propra is reimagining property management with a focus on using technology to alleviate the administrative burden for landlords and property managers so they can focus on what matters most, growing their business and delivering an exceptional living experience for their residents.

As a startup, you have the opportunity to join us on the ground floor and make a lasting impact. Our team is highly collaborative and customer-obsessed, often working beyond traditional role boundaries to move the business forward and create meaningful change.

Job Description

We’re looking for a proactive and customer-focused Customer Success Associate to join our team. You will be responsible for ensuring our customers achieve success with Propra’s products and services, driving product adoption, and ensuring that our solutions provide maximum value.

Areas of Focus:

Build and maintain strong, long-lasting customer relationships through regular check-ins, providing guidance, and addressing concerns.

Provide exceptional customer support and timely case resolution.

Lead and support customers through the onboarding process, ensuring they are fully trained and set up to achieve quick wins.

Track and report on key metrics such as customer satisfaction, retention rates, and platform adoption.

Document unexpected bugs and work with the tech team to test and communicate fixes.

Contribute to and maintain Propra’s resource hub for customer support and platform documentation.

Act as the voice of the customer within the company, collaborating with Product, Sales, and Marketing to meet customer needs.

Identify opportunities for upselling and cross-selling additional services, ensuring customers derive maximum value from the platform.

Qualifications

Prior experience in customer success or a related field, preferably in a B2B SaaS environment.

Proven ability to manage customer relationships and ensure satisfaction.

Familiarity with property management, financial services, operations, or bookkeeping solutions is a plus.

Experience with customer success software and CRM tools (eg. HubSpot, Intercom) is a plus.

Experience writing help centrearticles, video tutorials, product documentation, or internal SOPs.

Ability to think outside the box and develop creative solutions to customer challenges, leveraging available resources and collaboration to find the best outcomes.

Empathy and strong interpersonal skills to build trust with customers, understand their challenges, and provide timely solutions.

Adaptable and flexible to the fast-paced, ever-changing demands of a growing startup.

Strong team player who is willing to go the extra mile for the customer.

At Propra, we believe in fostering a collaborative environment where everyone is empowered to contribute ideas and challenge the status quo. We value creativity, teamwork, and a customer-first mindset, and offer a dynamic, fast-paced work environment with plenty of opportunities for growth and learning. We’re looking for someone who shares our vision of transforming property management through innovation. If you're passionate about solving problems, driving customer success, and leveraging technology to make a real impact, we’d love to hear from you!

Additional Information

What We Offer

• Real work that matters: You’ll solve practical, everyday problems for property managers.
• Trust and ownership: No micromanagement, red tape, or endless meetings. You get the freedom to manage your own work.
• A down-to-earth team: Work alongside our tech, accounting, and customer support talent who care about getting things done together, without the ego.