Customer Success Specialist

Pagefreezer; Vancouver; On-site; CAD 65,000 - 90,000; Full time

Job summary

Pagefreezer is seeking a Customer Success Specialist to help customers leverage our SaaS platform for reliable online preservation and compliance. You will build strong relationships, understand client goals, and ensure customers derive maximum value from our solutions.

You will lead renewal discussions, identify upsell opportunities, and collaborate with Product, Sales, and Support to ensure exceptional service. Strong communication and problem-solving are essential.

Qualifications

• SaaS B2B account management experience with revenue retention and growth.
• Experience delivering a positive customer experience while meeting quotas.
• Familiarity with CRMs (HubSpot), LinkedIn, and Zoom.
• Knowledge of legal/compliance or records management is a plus.
• Strong problem solving and adaptability; excellent communication and presentation skills.
• Experience leading renewals and renegotiations.
• Strategic account management and opportunity identification.
• Curious, resilient, coachable with a proactive attitude.
• Self-motivated and competitive, with strong organizational skills.

Responsibilities

• Build and nurture relationships with customers to foster trust, engagement, and satisfaction.
• Understand account goals and priorities to maximize solution value.
• Identify and pitch solutions to address customer needs and conduct regular check-ins.
• Advocate for customers by gathering feedback and coordinating with internal teams.
• Develop success plans and use best practices to enhance satisfaction.
• Monitor account health metrics to mitigate churn and retain customers.
• Drive revenue growth by product adoption, upsell, renewals, and value demonstrations.
• Maintain detailed records of sales activities in CRM and align with forecasting.
• Stay up to date with product releases and company initiatives.
• Collaborate across teams to align on objectives and progress.

Skills

Customer success

B2B SaaS

CRM: HubSpot

LinkedIn

Zoom

Renewals

Strategic account mgmt

Communication skills

Problem solving

Adaptability

Organizational skills

Self-motivated

Tools

HubSpot

LinkedIn

Zoom

Job description

Are you the newest Customer Success Specialist at Pagefreezer?

What we do and why:

• No one can ignore the internet these days—and a lot of great things are happening online—and we also know that online harms are damaging many individuals, communities, and organizations. It’s Pagefreezer's vision to make the Internet a safer place by delivering solutions that transform how people protect integrity online, ensuring accountability, and enabling the pursuit of justice.
• Pagefreezer simplifies compliance and litigation by automatically archiving websites, social media, mobile text messages, and enterprise collaboration platforms for every stage of the information governance lifecycle. We enable organizations to create and share defensible records of their data, quickly and easily in our dashboard, in real-time - every like, share, edit, and deletion.

Results & Responsibilities

• Customer Satisfaction & Success
  • Build and nurture relationships with customers to foster trust, engagement, and satisfaction, leading to retention and joint success.
  • Establish an understanding of account goals and priorities to ensure customers maximize their investment in solutions and achieve their objectives.
  • Identify and pitch solutions that address customer needs, and facilitate regular check-ins to review progress, gather feedback, and address concerns.
  • Advocate for customers internally by gathering and sharing feedback, escalating issues, and collaborating with internal teams to ensure timely resolution of concerns.
  • Develop success plans and use best practices and usage strategies to enhance customer satisfaction and solution efficacy.
  • Monitor account health metrics to identify and mitigate churn risks, addressing concerns and ensuring customer retention.
• Revenue Growth & Pipeline Development
  • Drive revenue growth by fostering product adoption, identifying upsell and cross-sell opportunities, and managing renewals through value demonstration, contract negotiation, and timely payment processing.
  • Nurture accounts to achieve revenue, pipeline and retention targets, leveraging established tools, processes, and playbooks to build strong, lasting customer relationships.
  • Conduct research to understand customer needs, market trends, and competitive dynamics, leveraging insights to drive sales success.
  • Maintain detailed records of sales activities, including meetings, demos, closed deals, and follow-ups, in CRM tools, leveraging established sales tools, processes, and playbooks to support forecasting, team collaboration, and consistent execution.
  • Participate in training programs and stay up to date with product releases and company initiatives to enhance knowledge of services, products, and strategic plans.
• Collaborative Execution & Excellence
  • Promote a values-driven, safe, respectful, diverse, equitable, and inclusive environment that aligns with company goals and fosters collaboration and shared success.
  • Enhance performance and growth by applying feedback, coaching, and analytics to drive continuous improvement.
  • Collaborate with team members and others as needed to align on objectives, achieve organizational goals, share documentation and knowledge, support key projects, and provide updates on progress and outcomes.
  • Review and follow organizational policies, legal requirements, and information security standards as directed by your leader, HR, Finance, Information Security, Legal, and other teams to align individual contributions with company frameworks.
  • Identify and suggest improvements to workflows, tools, policies, and processes to enhance team efficiency, scalability, and success, ensuring alignment with operational goals.
  • Stay informed on industry trends, market conditions, regulatory changes, and best practices, adapting strategies to ensure compliance, organizational stability, and a competitive edge.
  • Travel as needed to represent the organization, support team initiatives, and maintain alignment across departments.

Requirements

• Alignment with Pagefreezer's Core Values
• Customer Success Experience: Proven success in a SaaS B2B account management role, responsible for strategic revenue retention and growth.
• Customer Experience Focus: Able to deliver a positive customer experience while meeting or exceeding quotas.
• Technical Comfort: Comfortable working in IT environments and using software tools, with familiarity with CRMs (e.g., HubSpot), LinkedIn, and Zoom.
• Legal and Compliance Knowledge: Bonus points for familiarity with legal, compliance, or records management technologies.
• Problem Solving and Adaptability: Strong problem-solving skills, able to build solutions and improve processes independently. Adaptable to customer needs, with strong communication and presentation skills across live, phone, written, and online formats.
• Relationship and Renewal Management: Skilled at leading renewals and renegotiations to mutually beneficial outcomes.
• Strategic Account Management: Able to strategize account management, identify opportunities, and close deals confidently.
• Curious and Resilient: Quick learner with a positive attitude towards challenges. Open to coaching and feedback, continuously seeking to improve.
• Self-Motivated and Competitive: Competitive with yourself, motivated to learn, grow, and achieve success.
• Organizational Skills: Capable of independently prioritizing projects and opportunities based on manager guidance.