Customer Success Associate

Achievers; Toronto; Hybrid; CAD 64,000 - 74,000; Full time

Benefits offered by this job

Health benefits and life insurance

Parental leave top-up

RRSP employer match

Flexible vacation

Employee assistance program

Professional development

Hybrid flexibility in Liberty Village

Job summary

Achievers is seeking a Customer Success Associate in Toronto to drive adoption of our recognition and engagement platform, align it with customer goals, and promote value across mid-market and SMB clients.

You will establish measurable KPIs, manage post-implementation adoption, and lead strategy sessions to expand usage while partnering closely with customers to renew and grow partnerships.

Qualifications

• 3+ years of account management experience in software/SAAS.

Responsibilities

• Provide platform expertise and highlight features to enable customer strategies.
• Establish KPIs and track adoption and renewal readiness.
• Manage revenue pipeline with up-sell and cross-sell within existing programs.
• Lead customer workshops and training on product updates.
• Provide status reports and manage escalations.
• Proactively assess risk for upcoming contract renewals.

Skills

Account management

Business acumen

Influence decision-makers

Sales training

CRM proficiency

Presentation skills

Mid-market & SMB experience

Technical explana­tion & reporting

Excel/PowerPoint proficiency

Sales pipeline management

Education

Bachelor's degree

Tools

Salesforce

Job description

We are looking for a Customer Success Associate to join our team in Toronto!

As a Customer Success Associate you will be responsible for driving strategy for 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 customers an 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 Achievers is 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 the 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:

• Rewards for your impact through our Recognition and Rewards program
• Health Benefits and Life Insurance Coverage beginning on your first day
• Parental Leave Top-up
• Employer matched RRSP contributions
• Flexible Vacation to recharge, so you can bring your best
• Employee and Family Assistance Program offering mental health, legal, and financial counselling
• Supported professional development and career growth (Linkedin Learning, mentorship)
• Employee-Led Employee Resource Groups that celebrate our diversity
• Regular events designed to build connection, belonging, and well-being
• Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office

Achieves 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.

Achieves 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.

We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications or analyzing resumes. These tools help our recruitment team but never replace decisions made by real people. We believe in a human-first approach to hiring, where your experience, personality, and potential are recognized by people, not algorithms, and where final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.