Customer Success Associate (Contract)

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

Job summary

A leading SaaS company is seeking a Customer Success Associate for a remote position in Canada. This role involves managing client relationships, driving satisfaction and retention, and fostering product adoption. Ideal candidates will have 1-2 years of client management experience, strong problem-solving skills, and proficiency in Salesforce. The compensation is OTE between $70,000 to $75,000 based on experience.

Qualifications

• 1-2 years of experience managing clients in a SaaS environment.
• Proven track record of supporting client success and high retention.
• Ability to prioritize and manage multiple projects effectively.

Responsibilities

• Manage renewals and drive revenue growth with assigned accounts.
• Build and manage relationships with clients to increase satisfaction.
• Coordinate web-based training sessions for clients.

Skills

Client relationship management

Problem-solving

Communication skills

Attention to detail

Analytical skills

Organizational skills

Tools

Salesforce

G-Suite

Job description

Xello is looking for a Customer Success Associate (9-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, bringing interpersonal and planning skills. You have proven client management experience, preferably in SaaS. You’re a trusted advisor, resolving problems with empathy, critical thinking, and practical advice. You align with our mission of empowering educators with tools to help students plan their future.

As a key part of Xello’s client-facing team, you ensure health, satisfaction, and success of school and district accounts. As the primary contact, you reach out frequently for updates, respond to questions, learn needs, and propose solutions. Your proactive support inspires deeper engagement, leading to retention and incremental revenue growth. You help Xello improve with process analysis and strategy shaping.

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 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, and manage difficult conversations when necessary
• Nurture retention by proactively engaging clients, communicate new 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 (product development, client solutions, sales, 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 with every interaction
• Strong problem‑solving, decision‑making, and analytical skills, creative and resourceful when assisting clients
• Excellent written and verbal communication skills
• A keen attention to detail and highly organized in information management, planning, and time management
• Self‑directed, effective prioritization and management of multiple projects/tasks of varying complexity
• Ability to thrive in a fast‑paced, agile work environment without supervision
• Enthusiastic about learning and implementing new solutions and technologies
• Experience using Salesforce or similar 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 depend on the candidate’s experience and expertise, as assessed during the interview process.

We’re Xello - Join us!

We are Xello (CASCAID in the UK), the leading developer of future readiness programs in North America and the UK and soon the world! Our mission is to help anyone, anywhere in the world create a successful future through self‑knowledge, exploration, and planning.

We believe that by bringing our best selves to our work and collaborating with one another, we can change the world. We are a very diverse group of individuals who work hard, laugh often and share in each other’s experiences. We are an inclusive, equal‑opportunity employer.