Customer Success Associate

Street Contxt; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the financial services sector is seeking a Customer Success Associate in Toronto. The role involves supporting users through onboarding, managing accounts, and advocating for user needs. Ideal candidates will have strong communication skills, emotional intelligence, and experience in customer-facing roles. Join a dynamic team dedicated to enhancing user experience and driving product value.

Qualifications

• Experience in a customer-facing role.
• High emotional intelligence and strong communication skills.
• Comfortable with data and Excel.

Responsibilities

• Communicate with users to maximize product value and ROI.
• Collaborate with Account Executives to close pilots.
• Monitor user metrics to minimize churn.

Skills

Communication

Emotional Intelligence

Data Analysis

Customer Engagement

Tools

Salesforce

Looker

Excel

Job description

Customer Success Associates at Street Context work closely with Account Managers and CSMs to support our managers and users throughout every step of their journey with us. Once our customers, some of the largest banks and broker dealers in the world, have chosen to purchase our products, CSAs will support the Success team in bringing them the value they signed up for by educating users on the product and workflows, communicating new feature enhancements, and gathering user feedback to inform the product roadmap.

Our Customer Success Management team is also crucial in our mitigation of account churn by fighting to win back disengaged users. On accounts you support, you are involved in user strategy across all aspects of the account lifecycle—pilots, maintenance, renewals, and additional services to grow the accounts. You will have a team of Customer Success Managers to support your decision-making and account management. You’ll also have the opportunity to own Boutique accounts, responsible for their maintenance and renewal.

You will need to familiarize yourself and continually update your understanding of the market we operate in, our users' workflows, and how we fit into the broader enterprise on the sell side. Additionally, you’ll become a product expert, understanding how the Street Context offering augments user workflows and how to convey the value proposition of our products.

Thematic Responsibilities

1. Successful Onboarding of New Users: Communicate with and assist users in understanding our product to maximize value and ROI. Keep users updated on new features and guide them through milestones such as upgrades and releases.
2. Supporting Pilot Opportunities: Collaborate with Account Executives and Managers to close pilots with new and existing customers and leverage the team to build pilot strategies.
3. Using Data to Support Decision Making: Understand client needs, build reports with key metrics, and support expansion opportunities.
4. Support the Administration of CRM: Manage Salesforce by customizing fields, creating validation rules, and designing flows. Handle data clean-up initiatives.
5. Manage Internal Business Intelligence Tools: Support the use of tools like Looker and Planhat, optimize workflows, and ensure data accuracy.
6. Monitoring User Health to Minimize Churn: Track user metrics, prepare reports, identify at-risk users, and support strategies to retain them.
7. Acting as the Voice of Our Users: Advocate for user needs, create feedback loops, and escalate issues internally.
8. Identify Opportunities for Process Improvement: Document, create, and optimize processes; contribute to GTM and Customer Success initiatives.
9. Continual Education & Training: Keep updated with industry and product knowledge, leveraging resources to improve communication and sales skills.

Your Know How

• Experience in a customer-facing role
• Curious, with a habit of lifelong learning
• High emotional intelligence and strong communication skills
• Comfortable with data and Excel
• Coachable, open to feedback
• Motivated, energetic, and capable of sustaining client activity

It's A Bonus If

• Experienced with Salesforce, Planhat, Looker, Tableau, or similar tools
• Have worked in capital markets, research, sales, or trading
• Value inclusion, impact, and transparency
• Love challenges and making a difference
• Enjoy clear company direction and growth opportunities
• Seek competitive compensation, equity, and professional development