Customer Success Associate

About Niagara Cloud:

Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software. Since 1987, the company has sold practice management software to dental and veterinary clinics in Canada. We started in 1987 and have grown to about 60 people. Code review is required on every pull request, and nobody merges their own changes.

What this job is:

This role opened up because a team member is relocating. Success in this role is measured on gross retention, product adoption and account health scores. Most of the work happens on Zoom and email, with occasional on-site visits for larger customers.

Day to day:

• Lead kickoff calls and onboarding plans with new customers
• Escalate product bugs and feature requests through Jira with clear context
• Run quarterly business reviews with customer stakeholders
• Drive renewals alongside the commercial team, starting 120 days out
• Train new users and admins over Zoom and in person

What we're looking for:

• 1+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Organized across many accounts at once

Preferred qualifications:

• Experience with usage-based pricing

Perks and benefits:

Salary range: $59,000 to $71,000 annually

• Extended health and dental benefits
• RRSP matching
• Paid vacation

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Niagara Cloud.