Customer Success Specialist, Tekambi

Aquila; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A dynamic software firm is seeking a Customer Success Specialist to enhance client relationships and ensure successful platform usage. This fully remote role involves onboarding clients, providing customer support, and preparing reports that contribute to growth. Ideal candidates possess customer-facing experience in a SaaS or fintech environment and are eager to develop technical skills. Opportunities for career advancement await within a collaborative team.

Benefits

Exposure and opportunity

Career advancement

Supportive leadership

Qualifications

• Customer-facing experience in a SaaS, fintech, or B2B environment.
• Familiar with basic technical concepts like APIs, PHP, and MySQL.
• Personable and relationship-driven.
• Comfortable working independently and managing priorities.
• Excellent verbal and written communication skills.

Responsibilities

• Guide clients through onboarding and implementation.
• Provide customer support and solutions.
• Maintain proactive communication with clients.
• Identify upsell and cross-sell opportunities.
• Prepare data-driven reports for clients.
• Continuously refine onboarding and support procedures.

Skills

Customer-facing experience

Technical aptitude

Client focus

Interpersonal skills

Tools

Microsoft Office

Zoho CRM

Job description

At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.

We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.

Who we need

Tekambi is a customer-focused online lead management system designed specifically for alternative credit lenders. Founded in 2018 and part of Aquila since 2022, our plug-and-play platform helps lenders take control of their marketing campaigns, lead filtering processes, and credit risk underwriting. Built by experienced technical leaders, Tekambi delivers a flexible, reliable solution that simplifies decision-making and enables lending portfolios to manage every aspect of lead purchasing with precision.

Reporting to the Director of Customer Success, we are hiring for a Customer Success Specialist. You will be the trusted partner to a portfolio of clients across the lending industry and related verticals. From onboarding and implementation to engagement and expansion, you will guide customers through every stage of their journey, ensuring they see the full value of our platform.

You will build meaningful relationships by understanding each client’s unique business needs and aligning our tools to help them succeed. You will monitor platform usage, identify opportunities for improvement, and partner with internal teams to deliver innovative, impactful solutions. You will also play a key role in sharing client insights with technical stakeholders, spotting upsell and cross-sell opportunities, and preparing data-driven reports that contribute to client success and company growth.

This is a full-time, fully remote position based in the United States or Canada, with working hours aligned to 9 am–6 pm EST.

What’s in it for you

Exposure and opportunity. Whether you are already in fintech or looking to break into the software space, this is an opportunity to channel your customer-facing experience and further develop your technical fluency. You will benefit from the resources and stability of a large organization while working in a close-knit, fast-moving team where you can make a real impact on customers and end users.

A chance to accelerate your career. You will report to a supportive leader who values coaching and collaboration. As the team grows, you will be part of shaping how we work with and support our clients. You will have access to learning, mobility, and advancement across Tekambi, Aquila, or Constellation Software.

How you will make an impact

• Client onboarding. You will assist the Onboarding Specialist with guiding new clients through implementation, compiling assets, configuring accounts, training users, and coordinating with external partners. You will ensure the onboarding process results in a confident, self-sufficient client.
• Customer support. You will be the first point of contact for client questions, offering thoughtful solutions to issues and advice on using Tekambi’s platform. You will frequently be asked to handle more technical tasks like reviewing API requests and responses, analyzing customer data, and occasionally managing high-level PHP code. You will work closely with our development team, acting as a liaison with the client to resolve bugs and implement technical solutions.
• Client communication. You will maintain proactive communication, building trust with clients by understanding their business needs and helping them meet their goals. You will advise on best practices and product usage strategies to improve performance.
• Account management. You will identify upsell or cross-sell opportunities, provide recommendations that optimize client operations, and advocate for custom technical or reporting solutions through our professional services channel.
• Reporting and insights. You will prepare data-driven reports that highlight areas for improvement, flag emerging issues, and help clients make strategic decisions. Your insights will contribute to both client success and company growth.
• Customer retention. You will continuously refine onboarding and support procedures to deliver an exceptional experience. With Tekambi’s month-to-month contracts, maintaining trust and delivering value is essential, and our churn rate is exceptionally low as a result.

Here’s what you bring

• The experience. You have customer-facing experience, ideally in a SaaS, fintech, or B2B environment. You are curious, coachable, and eager to grow into a more technical role. You have managed client relationships and supported users. You thrive in collaborative, startup-style settings.
• The technical aptitude. You are familiar with—or excited to learn—basic technical concepts like APIs, PHP, and MySQL. You may not be a developer, but you can follow and understand technical conversations and know when to escalate or investigate further. Experience with Microsoft Office, especially Excel, is essential; familiarity with Zoho CRM is an asset.
• The client focus. You are personable, responsive, and relationship-driven. You care about client outcomes and know how to ask the right questions, listen carefully, and build long-term trust. You can communicate clearly across a range of users, from operations teams to C-level executives.
• The initiative. You are comfortable working independently, managing competing priorities, and jumping into new tasks. You bring energy to the role, take ownership of your portfolio, and show a clear desire to grow with the company. You are solution-oriented, driven to research problems, document solutions, and collaborate across teams to deliver timely, practical fixes.
• The interpersonal skills. You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease. You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences. You are a collaborative team member in a virtual environment. You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange. You value inclusivity and show respect for differing perspectives.

Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU].

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. This is a place where high performance and hard work are rewarded, where leaders are grown, and where the best ideas win. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape.

If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila.

Apply now.

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have most of the qualifications we are seeking, and want to play an integral role in our success, apply to express your interest.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor to express your interest in the role and share your experience.
• A virtual technical interview with the Director of Customer Success to learn more about the role and team.
• A virtual interview with the CEO to learn more about the company's mission and values.

Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

1.) Indigenous peoples: Based on the definition below, are you an Indigenous person?
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"Persons with disabilities" are individuals who have a long-term or recurring physical, mental, sensory, psychiatric, or learning impairment, and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.*

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4.) To which gender identity do you most identify?*

5.) What are your salary expectations?*

6.) Are you legally eligible to work in Canada on an ongoing basis?*