Customer Success Specialist, Tekambi (Remote)

Aquila Software Group; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading software company is seeking a Customer Success Specialist to act as a trusted partner for clients in the lending industry. This role involves onboarding, client support, and account management, ensuring customer satisfaction while identifying upsell opportunities. The ideal candidate will have strong interpersonal skills and a robust client-focused approach, thriving in a collaborative, remote environment. This full-time position offers great potential for career advancement within a dynamic team.

Benefits

Exposure to fintech and software industries

Opportunity for career advancement

Supportive work environment

Qualifications

• Experience in a SaaS, fintech, or B2B environment is ideal.
• Familiarity with technical concepts like APIs and PHP is preferred.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Guide customers from onboarding through every stage of their journey.
• Serve as the first point of contact for client questions and issues.
• Build trust with clients by understanding their unique business needs.
• Identify upsell or cross-sell opportunities for client operations.
• Prepare data-driven reports to help clients make strategic decisions.
• Refine onboarding and support procedures for exceptional experiences.

Skills

Customer-facing experience

Technical aptitude

Client focus

Initiative

Interpersonal skills

Tools

Microsoft Office

Zoho CRM

Job description

We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this link directly.

Who we are

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.

Why join?

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.

We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this link directly.