Remote Customer Success Specialist: Onboarding & Retention

Retreat Guru Inc.; Nelson; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Remote-first workplace in Canada

Medical & dental benefits

Wellness stipend

Retreat attendance allowance

Unlimited time off

Job summary

Retreat Guru Inc. is seeking a Customer Success Specialist in Canada to provide day-to-day support and onboarding for retreat centres using our platform. You will help customers get set up for success and work with Sales, Product, and Engineering to improve the experience.

You will manage onboarding calls, troubleshoot issues, and guide customers toward long-term adoption while delivering clear, supportive communication to ensure satisfaction and retention.

Qualifications

• Post-secondary education or equivalent professional experience.
• 2+ years in customer support, onboarding, or account management.
• Experience in a SaaS environment and with CRM/ticketing platforms like HubSpot.
• Confident troubleshooting workflows and guiding onboarding calls.
• Clear written and verbal communication; simple explanations of technical concepts.

Responsibilities

• Respond to support tickets in HubSpot with timely, professional responses.
• Support onboarding calls via Zoom and guide setup for long-term adoption.
• Troubleshoot booking flows, payments, integrations, and configurations.
• Document user errors, bugs, and platform gaps for Product or Engineering.
• Maintain ticket records and contribute to onboarding guides and templates.

Skills

Customer support

SaaS experience

HubSpot CRM

Onboarding calls

Communication

Problem solving

Organization

Troubleshooting

Education

Post-secondary education or equivalent

Tools

HubSpot

Zoom

Job description

Retreat Guru Inc. is seeking a Customer Success Specialist in Canada to provide day-to-day support and onboarding for retreat centres using our platform. You will help customers get set up for success and work with Sales, Product, and Engineering to improve the experience.

You will manage onboarding calls, troubleshoot issues, and guide customers toward long-term adoption while delivering clear, supportive communication to ensure satisfaction and retention.