Customer Success Associate

LumiQ; Toronto; Hybrid; CAD 70,000 - 75,000; Full time

Job summary

LumiQ seeks a Customer Success Associate to enhance client engagement and retention through proactive relationship-building and support. This role involves managing customer satisfaction and adoption as part of a dynamic team. The ideal candidate will bring strong communication skills, organizational prowess, and a customer first mindset to our innovative learning platform.

Benefits

Health Benefits after 3 months

Hybrid Work Style

Schedule flexibility

Monthly team social events

Nomad policy for remote work

Endless Learning

LumiQ Clubs

Qualifications

• 1+ years of relevant work experience in customer success or account management.
• Experience in a startup environment.
• Ability to listen and respond with understanding and empathy.

Responsibilities

• Lead relationships with customers to ensure satisfaction and product adoption.
• Conduct onboarding and regular business reviews.
• Collaborate with sales to identify expansion opportunities.

Skills

Customer First mindset

Excellent online presentation skills

Strong verbal and written communication skills

Highly organized

Detail-oriented

Ability to multitask

Adaptability

Tools

Salesforce

CRM tools

Job description

Join to apply for the Customer Success Associate role at LumiQ

Join to apply for the Customer Success Associate role at LumiQ

At LumiQ, we’re on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we’ve cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America.

LumiQ is proud to be a 2024 Deloitte Fast 50 winner. We’re creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. Most recently, we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans.

LumiQ is also a certified Great Place to Work! We’re all about transparency, ownership, innovation, and empathy. If you’re ready to make a real impact and help us transform professional education, we’d love to hear from you!

Reporting to our Sr. Manager of Customer Success, the Customer Success Associate will be responsible for the adoption, advocacy and retention, and growth of LumiQ customers. The CSA will drive user engagement across the platform and ensure alignment to drive client happiness.

Who You Are:

• 1+ years relevant work experience in a customer success, account management role
• You are experienced, passionate, and have a “Customer First” mindset
• Excellent online presentation skills
• Adaptable and flexible in a startup environment
• Experience with Salesforce or other CRM tools
• Ability to listen and respond to our customers with understanding and empathy
• Strong verbal and written communication skills
• Highly organized, detail-oriented, and able to multitask
  
  
  

What You'll Be Responsible For:

• Lead and develop relationships with assigned customers, end users, and key business stakeholders to ensure customer satisfaction, product adoption, and advocacy
• Operate with a “Customer First” mindset by proactively soliciting and monitoring client satisfaction, product usage, and adoption to mitigate customer churn
• Conduct customer onboarding, regular business reviews, and engagement activities aligned with our customers' goals to achieve stated objectives.
• Run engagement activities
• Provide consistent and timely communication to our LumiQ customers
• Partner with our revenue team to deliver a seamless customer experience
• Collaborate with the sales team to help identify and drive expansion opportunities
• Maintenance of all customer contact information, emails, and meeting notes
• Assist with other duties and tasks as assigned
  
  
  

If you think your experience is most of the way, there we’d still love to meet you!

Please note this is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 2 times a week. However, for training & onboarding purposes, the in-office expectation time will increase.

Benefits and Perks:

• Health Benefits are available after 3 months with us, including a yearly health spending account. You'll also have access to an Employee Assistance Program for additional support if needed
• Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong
• Monthly team social events: (Super Smash Bro party, hot chocolate bar, Blue Jays game, Hot One's Challenge are just a few examples of what we have done in the past)
• Schedule flexibility: We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school!
• Nomad policy: Work remotely 4 weeks of the year from anywhere in the world
• Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more
• LumiQ Clubs: Join an existing club or start your own!
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  E-Learning Providers

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