Customer Success Associate

LumiQ; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A growing ed-tech company, LumiQ, seeks a Customer Success Associate in Toronto to drive customer engagement and satisfaction. The ideal candidate will have a strong understanding of customer success strategies and a passion for enhancing client relationships while working in a flexible, hybrid environment.

Benefits

Health Benefits

Hybrid Work Style

Monthly team social events

Schedule flexibility

Nomad policy

Endless Learning

LumiQ Clubs

Qualifications

• 1+ years relevant experience in customer success or account management.
• Excellent online presentation skills.
• Strong verbal and written communication skills.

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

Communication skills

Organizational skills

Adaptability

Tools

Salesforce

Job description

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!