Customer Success Associate

Employment Type: Full Time Permanent

Position Overview

LumiQ is seeking a Customer Success Associate to join our growing team. As a modern, audio-first learning platform, LumiQ makes professional education enjoyable for accounting and finance professionals. We empower them to fulfill their continuing professional development requirements through engaging podcasts. With a loyal customer base of over 1,000 corporate and accounting firms across North America, and recognized as a 2024 Deloitte Fast 50 winner and a certified Great Place to Work, LumiQ is at the forefront of industry innovation. We are backed by a strategic investment from Vertu Capital to fuel our global expansion.

Reporting to the Sr. Manager of Customer Success, the Customer Success Associate will be responsible for customer adoption, advocacy, retention, and growth. This role drives user engagement across the platform and ensures client happiness by aligning with their objectives.

Who You Are

• 1+ years of relevant work experience in a customer success or account management role.
• Experienced, passionate, and possess a "Customer First" mindset.
• Excellent online presentation skills.
• Adaptable and flexible in a startup environment.
• Experience with Salesforce or other CRM tools.
• Ability to listen and respond to customers with understanding and empathy.
• Strong verbal and written communication skills.
• Highly organized, detail-oriented, and able to multitask.

What You'll Be Responsible For

• Lead and develop relationships with assigned customers, end users, and key business stakeholders to ensure customer satisfaction, product adoption, and advocacy.
• Operate with a "Customer First" mindset by proactively soliciting and monitoring client satisfaction, product usage, and adoption to mitigate customer churn.
• Conduct customer onboarding, regular business reviews, and engagement activities aligned with our customers' goals to achieve stated objectives.
• Run engagement activities.
• Provide consistent and timely communication to our LumiQ customers.
• Partner with our revenue team to deliver a seamless customer experience.
• Collaborate with the sales team to help identify and drive expansion opportunities.
• Maintenance of all customer contact information, emails, and meeting notes.
• Assist with other duties and tasks as assigned.

Location & Work Style

• Location: Toronto, Canada
• Work Style: Flexible hybrid role. Employees are expected to commute to the office 2 times a week. In-office expectation time will increase for training and onboarding purposes.

Benefits and Perks

• Health Benefits: Available after 3 months, including a yearly health spending account and access to an Employee Assistance Program.
• Hybrid Work Style: Enjoy the balance of remote work and access to our downtown Toronto office, complete with snacks, events, and ping pong.
• Monthly Team Social Events: Past events include Super Smash Bros. parties, hot chocolate bars, Blue Jays games, and Hot Ones challenges.
• Schedule Flexibility: We understand life happens and offer flexibility for appointments or school pickups.
• Nomad Policy: Work remotely for 4 weeks per year from anywhere in the world.
• Endless Learning: Access our platform for podcasts on soft skills, career development, leadership, and more.
• LumiQ Clubs: Join or start a club to connect with colleagues.

Note: If you believe your experience aligns closely with most of these qualifications, we encourage you to apply!