Customer Success Associate

Lever, Inc.; Toronto; Hybrid; CAD 91,000 - 105,000; Full time

Benefits offered by this job

Health benefits

Life Insurance

RRSP matching

Parental leave top-up

Flexible vacation

Employee assistance program

Professional development

Diversity groups

Hybrid work in Liberty Village

Job summary

Achievers in Toronto is seeking a Customer Success Associate to drive adoption of the Achievers recognition and engagement platform and to grow value for customers.

You will manage accounts, host workshops, track KPIs, and collaborate with sales to expand within existing programs while maintaining a high level of customer satisfaction.

Applicants should have 3+ years in software account management, CRM experience, and strong presentation skills; bilingual English and French is a plus.

Qualifications

• 3+ years of account management experience in a software/SAAS company.
• Strong business acumen and ability to influence decision makers.
• Sales training through a recognized program is preferred.
• Proficiency with CRMs such as Salesforce or other force.com platforms.
• Experience presenting to senior audiences.
• Experience with mid-market and SMB customers is an asset.
• Ability to explain technical solutions, set goals, develop opportunities, and provide reporting/dashboards.
• Strong Excel/PowerPoint skills for business reviews.
• Experience managing a sales pipeline and carrying a sales quota.
• Strong customer-facing skills including expectation management and communication.
• Bachelor's degree.
• Bilingual English and French is an asset.

Responsibilities

• Provide platform expertise and highlight features to enable customer strategies.
• Establish measurable goals and KPIs for customer accounts.
• Track implementation and post-implementation adoption activities.
• Drive usage and adoption by hosting virtual meetings and workshops.
• Plan program rollouts and explore cross-functional use cases with Achievers.
• Update customers on outstanding queries, reports, and campaigns.
• Manage revenue pipeline and up-sell within existing programs.
• Lead customer workshops and training on updates and features.
• Provide regular status reports and manage escalations.
• Assess adoption risk for upcoming renewals.

Skills

Account management

CRM proficiency

Sales presentation

Cross-functional collaboration

Communication skills

Analytical skills

Education

Bachelor's degree

Tools

Salesforce

Job description

We are looking for aCustomer Success Associateto join our team in Toronto!

As a Customer Success Associate you will be responsible fordriving strategyfor the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption and expansion, highlighting best practices and implementing recognition strategies.If you are passionate about customer success, have a knack for sales and a flare for technology you’ll fit right in!

How you'll Support Customer Success at Achievers:

• Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
• Establish measurable goals and KPIs for your customer accounts
• Track all implementation and post-implementation adoption activities
• Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
• Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
• Connect with your customers to update on outstanding queries, reports and campaigns
• Manage a revenue pipeline while up-selling and cross-selling within the existing programs, thinking strategically about account growth, identifying long-term opportunities, and aligning customer success initiatives with broader sales and revenue goals
• Lead customer workshops and training around product updates & new features
• Provide regular status reports to stakeholders on progress against established goals and manage account escalations
• Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
• Recognize your peers for being awesome!

Experience we feel will set you up for success:

• 3+ years of account management experience at a software/SAAS company
• Strong business acumen and proven ability to influence decision makers in various sizes of organizations
• Individuals who have completed formal sales training through a recognized program are preferred
• Proficiency with CRMs such as Salesforce or other force.com platforms
• Experience in preparing and delivering presentations targeted to a senior audience
• Experience working with mid-market and SMB customersan asset
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
• Experience managing a sales pipeline and carrying a sales quota
• Strong customer-facing skills including expectation management, communication skills, information management
• Bachelor's degree
• Bilingual English and French is an asset

Why Achieversis a Great Place to Work

At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.

Our Approach to Total Rewards

We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.

Our Customer Success roles follow a defined commission structure that rewards your performance. For this role, the compensation plan follows a 70/30 split for base and commission earnings. The range for the base portion of this role is $64,000 - $74,000 and it reflects what we reasonably expect to offer for this role based on current market data. The final offer will depend on several factors, including your skills, experience, and any relevant certifications. As with all market-based ranges, these numbers may evolve over time, but we’re committed to providing a fair and competitive offer based on what you bring to the team.

Benefits and Perks for permanent full-time employees:

Rewardsfor your impact through our Recognition and Rewards program

HealthBenefits and Life Insurance Coverage beginning on your first day

ParentalLeave Top-up

Employer matched RRSPcontributions

FlexibleVacation to recharge, so you can bring your best

Employeeand Family Assistance Programoffering mental health, legal, and financial counselling

Supportedprofessional development and career growth(Linkedin Learning, mentorship)

Employee-Led Employee Resource Groupsthat celebrate our diversity

Regular events designed to build connection, belonging, and well-being

Hybridflexibility, with time in our beautiful Liberty Village, Toronto office

Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.