Customer Success Associate (Contract)

Xello; Toronto; Remote; CAD 70,000 - 75,000; Full time

Job summary

Xello is seeking a Customer Success Associate for a 7-month contract in Toronto, Canada. The ideal candidate will cultivate strong client relationships and ensure success through proactive engagement and support. Key responsibilities include managing account health, driving revenue growth, and assisting in product adoption while demonstrating exceptional problem-solving skills and effective communication.

Qualifications

• 1-2 years experience managing clients in a SaaS environment.
• Strong relationship-building skills and commitment to client success.
• Ability to prioritize and manage multiple tasks.

Responsibilities

• Manage renewals, drive revenue growth, and limit churn for assigned accounts.
• Build and manage relationships to increase product adoption.
• Act as an advocate for clients and document interactions in Salesforce.

Skills

Problem-solving

Decision-making

Analytical skills

Communication

Organizational skills

Time management

Tools

Salesforce

G-Suite

Job description

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Xello is looking for a Customer Success Associate (7-month Contract) __ Who are you?

You believe that a company’s success depends on its clients’ success. You are passionate about cultivating and maintaining strong relationships with new and existing customers, and you’ve got the interpersonal and planning skills to back it up. You have a proven track record of successful client management, preferably in SaaS. Due to your focus on delivering value to clients with every interaction, they perceive you as a trusted advisor and advocate. You can quickly and efficiently resolve clients’ problems using an ingenious mix of empathy, critical thinking, and practical advice. Above all, you identify with our mission of empowering educators with tools to help students plan their successful futures.

As an integral part of Xello’s client-facing team, you will ensure the health, satisfaction, and success of our school and school district accounts. As the primary contact for your clients, you’ll reach out frequently for updates, respond to their questions, learn about their needs, and propose appropriate solutions. Your enthusiastic and proactive support will inspire deeper client engagement with Xello, resulting in client retention and incremental revenue growth. You will also assist Xello in our own quest for continual improvement by analyzing our processes and helping us shape our customer engagement strategy.

Sound exciting to you? Read on!

What you’ll do…

• Manage renewals, drive revenue growth, and limit churn with your assigned portfolio of accounts
• Build and actively manage relationships with clients in order to increase product adoption and satisfaction
• Develop achievable success plans with school districts that reflect their resources and ensure their goals are achieved
• Share best practices for the successful implementation of Xello
• Regularly connect with clients to monitor account health, address concerns, escalate important issues, and manage difficult conversations when necessary
• Nurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster add-ons and upselling
• Coordinate and schedule web-based training sessions
• Act as an advocate for both the client and Xello to ensure appropriate resolutions
• Manage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboarding
• Document all client interactions and create leads in Salesforce (CRM)
• Assess and report product bugs
• Share insights, experiences, and lessons learned with your team
  

What we’re looking for…

• 1-2 years of demonstrated experience managing clients with high levels of satisfaction and retention, preferably in a SaaS environment
• Proven track record of building strong relationships, supporting client success, and delivering value to clients with every interaction
• Strong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful when assisting clients
• Excellent written and verbal communication skills
• A keen attention to detail, and highly organized when it comes to information management, planning, and time management
• Self-directed, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexity
• Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
• Enthusiastic about learning and implementing new solutions and technologies
• Experience using Salesforce or similar customer relationship management (CRM) system
• Proficiency with G-Suite

*Please note this role is remote in Canada only*
The compensation for this role offers an OTE ranging from $70,000 to $75,000, combining base and incentive. The final offer will be determined based on the candidate's experience and expertise, as assessed during the interview process.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development, Analyst, and Customer Service

• Industries

  Wireless Services, Telecommunications, and Communications Equipment Manufacturing

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