Customer Success Specialist

RhythmQ; Mississauga; Hybrid; CAD 55,000 - 60,000; Full time

Job summary

A leading customer success firm in Mississauga is seeking a Customer Success Specialist to manage customer accounts and drive satisfaction. The role involves resolving issues, onboarding new clients, and working closely with sales to ensure renewal and growth. Successful candidates will demonstrate excellent customer engagement skills and the ability to communicate effectively across technical and non-technical teams.

Benefits

Health benefit account ($2,500)

Commission on ACV onboarded and retained

Qualifications

• Ability to drive retention rates through customer engagement.
• Proficiency in explaining technical details in non-technical terms.
• Experience in managing customer accounts effectively.

Responsibilities

• Manage assigned accounts to promote customer satisfaction.
• Identify and resolve potential issues proactively.
• Onboard new customers and tailor solutions for their needs.
• Document customer setups for future reference.

Skills

Customer engagement

Problem-solving

Technical communication

Metrics analysis

Job description

The Customer Success Specialist manages a set of assigned accounts to promote customer satisfaction, successful product use, and retention. They serve as the primary contact, understand success criteria, address questions, resolve issues, and act as a trusted product advisor to help customers reach their goals.

What you'll be doing :

25% - Get Customers Where They're Looking to Go

• Take ownership of your customers and their success as an RQ product and solution expert
• Uncover the metrics each customer measures and use your knowledge of our software to help them achieve maximum value
• Proactively provide insights into best practices (including marketing analytics and product features) to help customers meet their targets and improve user experience
• Communicate technical subjects in non-technical terms, understanding both marketing and technical details

25% - Provide Proactive Service & Solve Problems Before They Happen

• Identify and resolve potential issues proactively, anticipating client needs
• Resolve issues promptly with the Technical Support team based on SLAs, and expand product use within the account
• Respond to customer requests and issues as a top priority within SLAs
• Provide admin training upon request and for new feature releases

25% - Drive Retention Rates & Build Your Accounts

• Maintain high renewal rates through ongoing engagement and technical leadership
• Update and maintain current customer accounts, and collaborate with sales to identify growth opportunities
• Work with sales and accounting teams to ensure accurate renewal processes

25% - Onboard New Customers

• Understand customer requirements and recommend optimal solutions to deliver exceptional user experiences
• Manage new projects, capturing and implementing customer-specific requirements to meet go-live targets
• Document customer setups and requirements to facilitate knowledge transfer to future Customer Success Specialists

Success Metrics, and What We'll Measure :

• Retention rate – fostering long-term partnerships
• Proactive engagement – helping customers meet their targets
• Onboarding time – efficient onboarding into RQ Products
• Build your territory – growth through referrals and identifying new potential accounts

Job Type : Full time

Shift & Schedule :

• Work hours: 9:00 am – 5:00 pm, in office 3 days a week
• After-hours work may be required to meet customer targets

Remuneration :

• Salary (base): $55,000 - $60,000 per year; On-Target Earnings: $60,000 - $70,000, uncapped
• Commission: Percentage of the Annual Contract Value (ACV) onboarded and retained
• Health benefit account ($2,500)