Customer Success Specialist

Rise People; Toronto; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Benefits package

Professional growth

Team activities

Stable business model

Job summary

Rise People is seeking a Customer Success professional in a fast-paced SaaS environment to support and onboard clients in the EST zone. You will work with product, engineering, and project teams to resolve issues, gather feedback, and drive long-term client retention.

The role emphasizes problem-solving, data-driven ticket analysis, and collaboration across departments to ensure successful adoption and stable client success metrics.

Qualifications

• Six months to two years in a customer success role in a fast-paced SaaS environment.
• Strong analytical and problem-solving skills.
• Ability to work in the Eastern Standard Time Zone (EST).
• Proficient with Microsoft Office Suite (Word, Excel, PPT, etc.).
• Experience with Mac, PC and Google devices.
• Experience with Quality Assurance.
• Self-starter with the ability to work under minimum supervision.

Responsibilities

• Act on new or escalated support tickets, resolve issues directly or escape complex technical problems to the development teams.
• Track and analyze support tickets to identify root causes, collaborating with product and engineering teams to implement permanent solutions.
• Configure technical setups to ensure successful client onboarding and integration.
• Collaborate with Project, Product, and Engineering teams to manage live administration windows, track bug fixes, and communicate feature requests.
• Establish strong relationships with assigned clients to understand their needs, ensure consistent platform adoption, and secure long-term retention.
• Gather technical usability feedback from clients and provide structured insights to the product team to improve feature performance.

Skills

Customer success

Analytical skills

Problem solving

EST timezone

MS Office

Quality Assurance

Self-starter

Job description

Responsibilities

• Act on new or escalated support tickets, resolve issues directly or escape complex technical problems to the development teams.
• Track and analyze support tickets to identify root causes, collaborating with product and engineering teams to implement permanent solutions.
• Configure technical setups to ensure successful client onboarding and integration.
• Collaborate with Project, Product, and Engineering teams to manage live administration windows, track bug fixes, and communicate feature requests.
• Establish strong relationships with assigned clients to understand their needs, ensure consistent platform adoption, and secure long-term retention.
• Gather technical usability feedback from clients and provide structured insights to the product team to improve feature performance.

Requirements

• Six months to two years of experience in a customer success role or equivalent in a fast-paced SASS environment.
• Strong analytical and problem-solving skills.
• Ability to work in the Eastern Standard Time Zone (EST).
• Proficient with Microsoft Office Suite (Word, Excel, PPT, etc.).
• Experience working with Mac, PC and Google devices.
• Experience with Quality Assurance.
• Self-starter with the ability to work under minimum supervision.

Nice to Have

• Bilingualism (English and French)
• Basic knowledge of web development.
• Interest or prior experience in Education Technology
• Work in an environment where every individual's contribution is crucial to the company's culture, products, and clients.
• Work at the forefront of education on products that make a meaningful impact on students' lives globally.
• A globally distributed, diverse team that operates based on trust.

• Competitive benefits package and professional growth.
• Lots of team activities and fun!
• Organic and stable business model offering great stability for employees.

We have dedicated the past 16 years towards the modernization of assessment and learning experiences that have transformed educational practices for ministries of education, academic institutions, examination bodies, and training organizations around the world. Today, our team of over 100 architects, designers, technologists, psychometricians, and project ninjas support our partners transition from legacy e-assessment and learning systems to world-class technology solutions that are efficient, equitable, flexible, and drive student-success. We welcome you to join us on our mission of giving every student the opportunity to succeed in their academic lives and beyond.