Senior Customer Success Representative

Altis Technology; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

Altis Technology in Toronto, ON is seeking a Senior Customer Success Representative to serve as the primary post-sale contact for SMB customers, delivering responsive, high-quality support and helping them maximize value from the platform. You will handle inquiries by phone, email, and support channels, build trusted relationships, and resolve issues to ensure a seamless customer experience.

Working with Growth and cross-functional teams, you will guide onboarding and ongoing support, identify

Qualifications

• 1+ years of experience in Customer Success or related role supporting SMB customers.
• Excellent written and verbal communication skills.
• Strong troubleshooting and multitasking in a fast-paced environment.
• Experience collaborating across teams to resolve customer issues and improve the customer experience.

Responsibilities

• You’ll serve as the primary post-sale contact for a portfolio of SMB customers, building trusted relationships through proactive communication and ongoing support.
• You’ll respond to customer inquiries via phone, email, and customer experience platforms, providing timely updates and high-quality resolutions.
• You’ll troubleshoot customer issues, identify root causes, and coordinate with internal teams to ensure concerns are resolved efficiently.
• You’ll partner with Growth and other cross-functional teams to deliver a seamless customer experience and support long-term customer success.
• You’ll identify recurring issues and contribute ideas that improve customer support processes, documentation, and overall service quality.

Skills

Customer Success

Account Management

Communication

Troubleshooting

Cross-functional collaboration

Tools

Intercom

Notion

Slack

Google Workspace

Job description

Location: Toronto, ON (Fully onsite. Weekends may be required)
Language: English, strong written and verbal communication required
Duration: 6-month contract with potential for extension or permanent conversion
Background Check Requirement: Criminal background check and professional references required

About the Opportunity

Join a fast-growing Fintech organization where customer relationships are at the heart of everything they do. As a Senior Customer Success Representative, you will be the primary point of contact for Small and Medium Business (SMB) customers, delivering responsive, high-quality support while helping them get the most value from their experience. Through phone, email, and customer support platforms, you will build trusted relationships, resolve issues, and ensure every customer interaction is seamless and positive.

Working alongside cross-functional teams, you will play an important role in creating an exceptional customer journey from onboarding through ongoing support. This is an exciting opportunity to make a meaningful impact in a collaborative, fast-paced environment where customer success is a top priority.

Whats In It for You

• Join a collaborative, high-growth organization where your contributions make a real impact.
• Work alongside passionate, cross-functional teams that value innovation, teamwork, and continuous improvement.
• Gain valuable experience supporting a growing customer base within a dynamic technology environment.
• Build your customer success expertise while developing new skills and expanding your professional network.

Your Responsibilities

• You’ll serve as the primary post-sale contact for a portfolio of SMB customers, building trusted relationships through proactive communication and ongoing support.
• You’ll respond to customer inquiries via phone, email, and customer experience platforms, providing timely updates and high-quality resolutions.
• You’ll troubleshoot customer issues, identify root causes, and coordinate with internal teams to ensure concerns are resolved efficiently.
• You’ll partner closely with Growth and other cross-functional teams to deliver a seamless customer experience and support long-term customer success.
• You’ll identify recurring issues and contribute ideas that improve customer support processes, documentation, and overall service quality.

Skills and Qualifications

• 1+ years of experience in Customer Success, Account Management, Customer Support, Implementation, or a similar client-facing role supporting SMB customers.
• Excellent written and verbal communication skills with the ability to build strong customer relationships through phone, email, and virtual communication.
• Strong troubleshooting, critical thinking, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Experience working collaboratively across teams to resolve customer issues and improve the overall customer experience.
• Proficiency with Intercom or similar customer support platforms, along with Notion, Slack, and Google Workspace.
• Experience in SaaS, fintech, payment solutions, or a high-growth startup environment is considered an asset.
• Familiarity with payment products such as card issuing, money transfers, or credit solutions is an asset.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.