Customer Success Associate

Company overview

The platform hosts certification programs for several professional associations. Language learning is the core product, with live classes and self-paced lessons.

Stewart Tutoring is hiring a CSM for the SMB segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. The Customer Success Associate owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote, open to candidates across Canada.

Essential duties and responsibilities

• Lead kickoff calls and onboarding plans with new customers
• Own a portfolio of 30 to 50 accounts and their overall health
• Coordinate with support on open tickets for your accounts
• Run quarterly business reviews with customer stakeholders
• Monitor usage and health scores in Gainsight and act on red flags
• Create help centre articles when the same question keeps coming up
• Flag expansion opportunities to the account executive or account manager
• Build success plans with measurable goals for each account

Qualifications

• 1+ years in customer success, account management or implementation at a SaaS company
• Travel up to 15%
• Calm under pressure when a customer is angry
• Comfortable presenting to directors and VPs

Also helpful

• Zendesk or Intercom experience

Why work with us

• Extended health and dental benefits
• RRSP matching
• Three weeks paid vacation to start

Most hires start within two to three weeks of an offer.

Start: Immediately.

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