Customer Success Representative

CGS (Computer Generated Solutions); Saint John; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technology solutions provider in Saint John, New Brunswick, seeks a Customer Success Representative to support clients using their AI conversation generation tool. The ideal candidate will have experience in customer success or instructional design, with a strong understanding of AI and an ability to communicate effectively. Responsibilities include client engagement, delivering training, and developing documentation. This role offers an opportunity to work closely with clients in an evolving tech environment.

Qualifications

• Previous experience in Customer Success, Instructional Design, or eLearning.
• Strong understanding of AI-powered tools and their applications.
• Demonstrated ability to learn and explain complex tools.

Responsibilities

• Act as primary point of contact for clients.
• Deliver training sessions to clients.
• Develop and maintain product documentation.

Skills

Customer Success

Instructional Design

AI-powered tools knowledge

Communication

Technical writing

Troubleshooting

Presentation skills

Job description

Job Description: Customer Success Representative (AI & eLearning Focus)

About the Role

We are seeking a Customer Success Representative to support clients using our AI conversation generation tool. This role is central to ensuring our clients gain maximum value from our platform, with a focus on training, onboarding, troubleshooting, and continuous learning. The ideal candidate will combine technical aptitude in AI and eLearning technologies with strong communication and instructional skills.

Key Responsibilities

• Client Support & Engagement
• Act as the primary point of contact for clients, addressing product inquiries and troubleshooting issues to ensure smooth usage of the tool.
• Deliver 1-hour training and learning sessions (virtual or in-person) to potential and existing clients.
• Partner closely with the Customer Success Manager to ensure seamless onboarding and adoption.
• Product Knowledge & Training
• Develop and maintain a deep understanding of our AI conversation generation tool and its applications in eLearning.
• Create clear, client-friendly documentation, guides, and FAQs for new product features released by the development team.
• Continuously refine and improve training materials to enhance client learning outcomes.
• Collaboration & Feedback
• Work alongside the Customer Success Manager to identify client needs and success metrics.
• Gather client feedback, track recurring issues, and relay actionable insights to the product and development teams.
• Contribute to the creation of scalable customer success processes and best practices.

Qualifications

• Experience & Background
• Previous experience in Customer Success, Instructional Design, or eLearning.
• Strong understanding of AI-powered tools and how they apply to learning technologies.
• Demonstrated ability to quickly learn and explain complex tools or features.
• Skills
• Excellent communication and presentation skills, with confidence in leading training sessions.
• Strong technical writing ability to produce clear and engaging documentation.
• Proven ability to troubleshoot client issues effectively and escalate where necessary.
• Ability to adapt in a fast-paced, evolving product environment.
• Preferred
• Background in Instructional Design or Learning & Development.
• Experience working in a SaaS or EdTech environment.
• Availability to work on-site alongside the Customer Success Manager.