Customer Success Associate

We are looking for a Customer Success Associate to join our team in Toronto! As a Customer Success Associate you will be responsible for driving strategy for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption and expansion, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you'll fit right in!

Responsibilities

Drive strategy for the Achievers recognition and engagement platform while continuously driving value for customers; Promote product adoption and expansion, highlight best practices and implement recognition strategies; Provide expertise on the Achievers platform and highlight key features and functionality; Establish measurable goals and KPIs for customer accounts; Track all implementation and post-implementation adoption activities; Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings; Meet with customers face-to-face to plan program rollouts and explore cross-functional use cases; Connect with customers to update on outstanding queries, reports and campaigns; Manage a revenue pipeline while up-selling and cross-selling within existing programs; Lead customer workshops and training around product updates and new features; Provide regular status reports to stakeholders on progress against established goals and manage account escalations; Understand customers' requirements and level of adoption to proactively assess risk in upcoming contract renewals; Recognize peers

Requirements

3+ years of account management experience at a software/SaaS company; Strong business acumen and proven ability to influence decision makers in various sizes of organizations; Proficiency with CRMs such as Salesforce or other force.com platforms; Experience in preparing and delivering presentations targeted to a senior audience; Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience; Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews; Experience managing a sales pipeline and carrying a sales quota; Strong customer-facing skills including expectation management, communication skills, information management; Bachelor's degree

Nice to have

Individuals who have completed formal sales training through a recognized program; Experience working with mid-market and SMB customers; Bilingual English and French

Benefits

Rewards for impact through the Recognition and Rewards program; Health Benefits and Life Insurance Coverage beginning on first day; Parental Leave Top-up; Employer matched RRSP contributions; Flexible Vacation; Employee and Family Assistance Program offering mental health, legal, and financial counselling; Supported professional development and career growth (LinkedIn Learning, mentorship); Employee-Led Employee Resource Groups; Regular events designed to build connection, belonging, and well-being; Hybrid flexibility with time in the Liberty Village, Toronto office; Commission structure with a 70/30 split for base and commission earnings