Customer Success Associate - SAAS Growth & Adoption

Lever, Inc.; Toronto; Hybrid; CAD 91,000 - 105,000; Full time

Benefits offered by this job

Health benefits

Life Insurance

RRSP matching

Parental leave top-up

Flexible vacation

Employee assistance program

Professional development

Diversity groups

Hybrid work in Liberty Village

Job summary

Achievers in Toronto is seeking a Customer Success Associate to drive adoption of the Achievers recognition and engagement platform and to grow value for customers.

You will manage accounts, host workshops, track KPIs, and collaborate with sales to expand within existing programs while maintaining a high level of customer satisfaction.

Applicants should have 3+ years in software account management, CRM experience, and strong presentation skills; bilingual English and French is a plus.

Qualifications

• 3+ years of account management experience in a software/SAAS company.
• Strong business acumen and ability to influence decision makers.
• Sales training through a recognized program is preferred.
• Proficiency with CRMs such as Salesforce or other force.com platforms.
• Experience presenting to senior audiences.
• Experience with mid-market and SMB customers is an asset.
• Ability to explain technical solutions, set goals, develop opportunities, and provide reporting/dashboards.
• Strong Excel/PowerPoint skills for business reviews.
• Experience managing a sales pipeline and carrying a sales quota.
• Strong customer-facing skills including expectation management and communication.
• Bachelor's degree.
• Bilingual English and French is an asset.

Responsibilities

• Provide platform expertise and highlight features to enable customer strategies.
• Establish measurable goals and KPIs for customer accounts.
• Track implementation and post-implementation adoption activities.
• Drive usage and adoption by hosting virtual meetings and workshops.
• Plan program rollouts and explore cross-functional use cases with Achievers.
• Update customers on outstanding queries, reports, and campaigns.
• Manage revenue pipeline and up-sell within existing programs.
• Lead customer workshops and training on updates and features.
• Provide regular status reports and manage escalations.
• Assess adoption risk for upcoming renewals.

Skills

Account management

CRM proficiency

Sales presentation

Cross-functional collaboration

Communication skills

Analytical skills

Education

Bachelor's degree

Tools

Salesforce

Job description

Achievers in Toronto is seeking a Customer Success Associate to drive adoption of the Achievers recognition and engagement platform and to grow value for customers.

You will manage accounts, host workshops, track KPIs, and collaborate with sales to expand within existing programs while maintaining a high level of customer satisfaction.

Applicants should have 3+ years in software account management, CRM experience, and strong presentation skills; bilingual English and French is a plus.