Customer Success Associate

Traction Complete; Vancouver; On-site; CAD 50,000 - 60,000; Full time

Job summary

A dynamic SaaS company is looking for a Customer Success Associate in Vancouver. The successful candidate will guide customers through onboarding, drive product adoption, and maintain strong relationships. Essential skills include excellent communication, problem-solving, and organization. Preferred candidates should have a degree and some familiarity with CRM tools. The role offers a base salary of $50,000 - 60,000 CAD, centered around customer satisfaction and support.

Qualifications

• 1-2 years of experience in a customer-facing role.
• Experience interacting directly with customers and managing tasks independently.
• Ability to learn new software/systems and explain them to others.

Responsibilities

• Welcome new customers and guide them through onboarding and training.
• Build and maintain relationships with assigned customers.
• Monitor customer health and flag issues early.

Skills

Excellent verbal and written communication skills

Strong active-listening skills

Highly organized

Problem-solver mindset

Comfortable with technology

Education

Bachelor's degree or diploma in business, communications, or related field

Tools

Salesforce

HubSpot

Job description

Are you passionate about helping customers get the most out of the tools they use and building strong, long-lasting relationships? Traction Complete is looking for an enthusiastic and customer-obsessed Customer Success Associate to join our growing team!

As our Customer Success Associate, you'll be the go-to partner for a portfolio of SMB and mid-market customers, guiding them through onboarding, driving product adoption, and making sure they’re getting real value from our solutions. You’ll take on the role of a trusted advisor, listening closely to customer needs, spotting risks and opportunities early, and jumping in to help them overcome challenges.

In this role, you’ll lean heavily on your communication skills, empathy, and knack for solving problems, even when the answer isn’t immediately obvious. You’ll know when to take initiative and when to pull in support, always aiming to keep customers happy and moving forward.

If you love working directly with customers, enjoy being the calm, confident point of contact they rely on, and want to help shape the customer experience at a fast-growing SaaS company, we’d love to chat!

Who We Are

At Traction Complete, we empower our customers with great technology. Built on the Salesforce platform, we enable some of the world's largest companies, like Zoom, to deliver exceptional services and achieve their missions. At our core, we are driven by a strong desire to support and uplift our clients.

Traction Complete has been honored as one of Forbes' Top Startups and a Great Place to Work. We take immense pride in our product development, outstanding customer service, and the strong relationships we build with our partners and clients.

Community is at the heart of everything we do. We’re seeking individuals who are eager to join a dynamic team of engaged professionals who view business as more than just a means to generate revenue. We’re passionate about making a positive impact on our customers' lives through innovative solutions and genuine care.

As part of our Traction team, you'll experience a strong sense of camaraderie. We support one another through challenges, celebrate each other's successes, and grow together in an environment where collaboration and shared achievements drive our collective success.

If you're looking for a workplace where your contributions are genuinely valued and your growth is supported by a team that truly cheers you on, you've landed on the right page.

What You Will Be Doing

• Welcome new customers and guide them through onboarding, configuring product, training users, establishing success metrics, and milestones
• Build and maintain relationships with assigned customers; serve as the go-to contact for their ongoing needs, questions, and adoption progress
• Monitor customer health (usage metrics, feature adoption, renewal risk indicators), flag issues early, and work cross-functionally to address them
• Conduct regular check-ins (calls/emails) to review progress, gather feedback, surface feature requests/bugs, and suggest next steps
• Support internal teams by documenting customer requirements, sharing insights, and maintaining accurate system records
• Collaborate with Sales to identify upsell/expansion opportunities (as appropriate), though not directly responsible for renewals or closing
• Serve as an advocate for the customer’s voice – help translate customer feedback into actionable insights for Product and Engineering teams
• Continuously learn and refine domain/product knowledge to confidently assist customers and escalate correctly when needed

What You Bring

Tractionites come from a variety of backgrounds, and we are eager to find people that are from non-traditional backgrounds. Typically, we find that people are successful in this role when they have:

• 1-2 years of experience in a customer-facing role (customer success, account coordination, support, sales development, etc.)
• Some experience with interacting directly with customers (i.e. calls, emails, meetings) and managing tasks and follow-ups independently
• Excellent verbal and written communication skills; strong active-listening skills and empathy
• Highly organized with strong time-management, ability to juggle multiple customers/tasks, and drive to resolution
• Problem-solver mindset: able to dig in, research solutions, propose options, and escalat e appropriately when needed
• Comfortable working in a collaborative, cross-functional environment
• Self-starter: takes initiative, learns quickly, seeks help when stuck after using available resources
• Comfortable with technology: ability to learn new software/systems and explain them to others

Preferred

• Some background in SaaS, technology services, or subscription model environment
• Sales or account-growth exposure (e.g., identifying opportunities, supporting renewals/upsells) though not required to own them
• Familiarity with CRM or customer-success tools (Salesforce, Gainsight, HubSpot, etc.)
• Bachelor's degree or diploma in business, communications, or related field

Compensation

Our market data is refreshed on an annual basis to reflect the most current market conditions. The starting salary band for this role is $50,000 - 60,000 CAD.

Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role. In addition to base salary, the total compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits.

How to Apply

If you’re interested, so are we! Please send us your resume in PDF format along with a short cover letter (max 300 words) that highlights:

• Why you’re excited about a Customer Success role in a SaaS environment
• A quick example of a time you solved a customer issue proactively (and when you sought help)
• What you consider your strongest communication or listening skill and how it has helped you in a customer-facing role

We’ll reach out if we’d like to move forward. We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Please note, employment is contingent on successful completion of background and reference checks.

The deadline to apply for this role is Sunday, December 7th at 11:59 p.m. (PST).