Customer Success Associate

Besty AI; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading AI startup in Toronto is seeking a Customer Success Associate to manage customer relationships post-sale. You will ensure customers realize value quickly and consistently from the product. Key responsibilities include onboarding, customer retention, and gathering customer feedback to inform product improvements. The ideal candidate has strong communication skills, attention to detail, and ability to thrive in a fast-paced environment. This role requires working closely with customers to drive their success and engagement with the product.

Qualifications

• Demonstrated ability to manage customer relationships and drive successful outcomes.
• Strong communication skills with comfort interfacing directly with customers.
• High ownership mentality with strong attention to detail and follow-through.

Responsibilities

• Own a portfolio of customers post-onboarding, serving as their primary point of contact.
• Assist with live onboarding sessions, account setup, and early product adoption.
• Maintain deep knowledge of Besty's product and roadmap.

Skills

Customer relationship management

Strong communication skills

Attention to detail

Organizational skills

Ability to work in a fast-paced environment

Knowledge of hospitality or proptech

Job description

Location: Toronto

Besty Overview

Besty AI is the leading AI-native operating system for the $1T+ short‑term‑rental and hotel industry. We’re a venture-backed seed stage startup backed by Ridge Ventures, Grand Ventures, and Bungalow Capital.

We’ve raised over $4M from the heads of the Stanford & Berkeley AI labs and investors behind Discord, Fastly, HuggingFace, Covariant, and Replicate.

Besty was founded by a property manager who scaled from 0 to 30 listings in under 10 months, an AI scientist from Yale, and an all-star team of software engineers obsessed with shipping a product loved by hundreds of paying hosts. We’re proud to serve 10,000+ properties worldwide with practical AI applications to make their daily lives easier.

This is a fully in‑person role at our office in Toronto.

Position Overview

Reporting to the Head of Customer Success, the Customer Success Associate will be responsible for owning customer relationships post‑sale and ensuring customers realize value quickly and consistently from Besty. This person will serve as a trusted partner to operators, managing onboarding, adoption, and ongoing success while acting as the voice of the customer internally.

Key Responsibilities

• Customer Success & Retention: Own a portfolio of customers post‑onboarding, serving as their primary point of contact. Drive retention and expansion by proactively identifying risks, addressing issues, and ensuring customers achieve their desired outcomes using Besty.
• Onboarding & Adoption: Assist with live onboarding sessions, account setup, and early product adoption. Help customers reach go‑live smoothly by guiding them through core workflows and best practices.
• Product Expertise: Maintain deep knowledge of Besty’s product and roadmap. Guide customers through features, workflows, and best practices, handling both tactical and strategic questions with an operator‑first mindset.
• Customer Insights: Surface high‑signal customer feedback, feature requests, and usage insights to inform roadmap prioritization and product improvements.
• Operations & Process: Maintain accurate customer data, health tracking, and success metrics within internal systems. Contribute to the development and refinement of customer success playbooks, documentation, and workflows as the Company scales.
• Special Projects: Support ad‑hoc projects related to onboarding, customer experience, and operational improvements as the Company scales.

Professional Qualifications

An ideal candidate will be someone who has:

• Demonstrated ability to manage customer relationships and drive successful outcomes
• Strong communication skills with comfort interfacing directly with customers
• High ownership mentality with strong attention to detail and follow‑through
• Ability to operate effectively in a fast‑paced, ambiguous, startup environment
• Strong organizational and time‑management skills
• Specific knowledge of hospitality, proptech, or vertical SaaS is a plus

Personal Characteristics

• A natural leader who can influence and inspire others.
• Entrepreneurial with a high level of energy, dedication, and an unrelenting drive to succeed and win.
• A strategic thinker who is insightful, creative, curious, and experienced in crafting and executing a high‑velocity strategy for rapid growth.
• Clear communicator - proven ability to build influence across all levels of the organization and with key vendors and customers.
• Inspires a culture of innovation, execution, collaboration, and accountability.

Next Steps

If you believe you are a strong fit for this role, please submit your application and optionally reach out directly to the hiring manager with a concise overview of your background and interest in the position.

Hiring Manager: Head of Customer Success

LinkedIn: https://www.linkedin.com/in/nathandopko/