Senior Customer Success Associate

Appficiency Inc.; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A technology-driven company in Canada is seeking a Senior Customer Success Associate to ensure clients achieve ongoing success with their Microsoft 365 and Appficiency NetSuite solutions. This role requires strong customer relationship management skills, a knack for onboarding and training, and ideally 3 to 4 years in customer success within a SaaS environment. The ideal candidate will thrive in a collaborative, dynamic workspace fostering continuous learning and growth.

Qualifications

• 3–4 years of experience in Customer Success or Account Management.
• Experience in a SaaS or technology-driven organization.
• Strong working knowledge of Microsoft 365 and/or NetSuite platforms.

Responsibilities

• Lead the onboarding of new customers and partners.
• Deliver comprehensive training sessions for products.
• Build strong relationships with customers as their primary point of contact.

Skills

Customer Success Management

Account Management

Communication skills

Analytical abilities

Problem-solving skills

Education

Bachelor’s degree in Business or Information Systems

Tools

Microsoft 365

NetSuite

Job description

Intro

Empowering Business with innovative software solutions, we develop cutting‑edge, adaptable, and integrated solutions for Microsoft & NetSuite environments - helping businesses thrive with tailored software enhancements. Our product range from collaboration & productivity, security, Compliance & Governance, and Oracle NetSuite tools to help maximize your software ecosystem capabilities & investments.

The Value

SnapOn Software understands that people are our greatest strength. We always put our talented people first and invest heavily in their learning and career opportunities. We consistently provide amazing opportunities to learn, innovate and lead. We combine advice with action to develop experts that are knowledgeable and passionate about what they do. SnapOn Software is committed to developing a culture built on integrity, collaboration and growth, and is proud to be an equal opportunity employer. In addition, as part of our growing global network, there are opportunities to work with international teams and clients, or even help lead our global expansion.

The Grind

We have been recognized for being the best at what we do, but we are working smart to do even better and that all starts with you. We are a rapidly growing company at the interchange of business and technology which requires entrepreneurial tenacity, motivation to learn, and enterprise building initiative.

No matter your role, you will be an integral member of the team, focusing on engagements of varying sizes and across diverse industries. In our progressive environment, the projects you work on will drive your learning and accelerate your business acumen and technical expertise.

The Talent

As a Senior Customer Success Associate at SnapOn Software, you will play a key role in ensuring customers achieve lasting success with our Microsoft 365 and Appficiency NetSuite product offerings. You will serve as a trusted partner to our customers, taking ownership of onboarding, training, and ongoing engagement while supporting the continuous improvement of customer success processes.

This role is ideal for professionals with experience in customer success or SaaS environments who are ready to take on greater responsibility managing more complex accounts, providing mentorship to junior team members, and contributing directly to customer retention and satisfaction.

The Commitment

• Lead the onboarding of new customers and partners, guiding them through product setup, configuration, and best practices for using Microsoft 365 and NetSuite offerings.
• Deliver or coordinate comprehensive training sessions to ensure customers and partners are confident in using our products effectively.
• Build and maintain strong, trust‑based relationships with customers, acting as their primary point of contact and advocate within SnapOn Software.
• Proactively monitor customer health and engagement, conducting regular check‑ins, analyzing usage trends, and addressing potential issues before they escape.
• Troubleshoot and resolve functional or process‑related issues; collaborate with Technical Support on more complex technical cases, ensuring timely resolution and clear communication.
• Support the Sales and Customer Success teams with product demos, reviews, and expansion opportunities to enhance customer value.
• Maintain accurate and organized customer documentation, including success plans, issue logs, and usage reports.
• Gather, document, and communicate customer feedback to internal teams to drive continuous improvement of our products and services.
• Mentor and support junior team members, sharing knowledge, reviewing work, and contributing to their professional development.
• Assist in refining customer success materials including user guides, training resources, and knowledge base articles.

The Talent

• 3–4 years of experience in Customer Success, Account Management, or Product Support, ideally within a SaaS or technology‑driven organization.
• Bachelor’s degree or diploma in Business, Information Systems, or a related field, or equivalent experience.
• Strong working knowledge of Microsoft 365 and/ or NetSuite platforms, with an understanding of how customers use these products to achieve business outcomes.
• Demonstrated ability to manage customer relationships independently, handle escalations, and drive positive customer outcomes.
• Excellent communication and presentation skills, able to engage both technical and non‑technical audiences.
• Strong analytical and organizational abilities, with experience using data to identify trends, track adoption, and inform actions.
• Proven problem‑solving and troubleshooting skills, with a proactive approach to identifying and resolving customer challenges.
• Experience creating or refining training and enablement content such as guides, FAQs, and videos.