Customer Success Associate

About Billdr Billdr is building the AI-native operating system for SMB general contractors (GCs) and home builders. Our first product is Billdr PRO a modern, all-in-one software that unifies estimating, project management, scheduling, invoicing, and procurement. We serve construction professionals across North America, helping them run their construction businesses more efficiently and profitably. We’re backed by world‑class investors (White Star Capital, One Way Ventures, Desjardins Capital, asterX, Formentera Capital) and we’re scaling fast. If you’re excited about construction, technology, and helping small businesses thrive, this is the place to be. The Role We’re looking for an ambitious Customer Success Associate who isn’t afraid to roll up their sleeves and work alongside talented, highly motivated colleagues at our Montréal office. As a Customer Success Associate, you’ll be the front line of our customer experience. You’ll be in charge of guiding new general contractors and home builders through onboarding, ensuring they see value quickly, and supporting them as they grow their construction businesses with Billdr. You’ll collaborate closely with our Sales, Product, and Engineering teams to help customers get the most out of our platform, collect feedback in order to continuously improve the platform, and drive product adoption. This role is perfect for someone who’s organized, empathetic, energized by helping small business owners succeed and eager to be part of an ambitious, fast‑growing startup environment. What You’ll Do Onboarding & Training: Help new GCs set up their accounts, import data, and learn Billdr PRO’s core workflows (estimating, scheduling, invoicing, etc.). Customer Support: Respond to inbound requests via chat, email, or phone and resolve issues efficiently with empathy and accuracy. Product Adoption: Identify opportunities for customers to use more of the platform’s features to improve their productivity. Customer Feedback: Gather insights from users and share them with the Product and Engineering teams to improve usability and feature development. Retention: Monitor account health, usage patterns, and satisfaction metrics to proactively prevent churn. Knowledge Base: Contribute to internal documentation, help articles, and FAQs to scale customer education. What You’ll Bring 1–3 years of experience in Customer Success, Account Management, or Support in a SaaS or tech environment. Strong written and verbal communication skills in English (for this role French is a plus but not required). Exceptional organizational skills and attention to detail. High empathy and patience when working with customers who may be less tech‑savvy. Tech‑savvy and comfortable learning new tools. Comfortable working in a fast‑paced, startup environment with changing priorities. Bonus: Familiarity with construction, project management, or accounting software (e.g., QuickBooks, Sage) is an asset. Experience using CRMs and support tools (HubSpot, Intercom, Zendesk, or similar). Why Join Us? Be part of a mission‑driven company helping modernize one of the world’s largest industries. Join a close‑knit, ambitious team that values ownership, curiosity, and continuous learning. Direct impact: your work will help shape the customer experience and company culture as we scale Real growth opportunities as the company scales across North America. Competitive salary and benefits package. In‑office set up, 5 days a week from our Montreal office (Griffintown). Compensation Package Base Salary: $55,000 CAD - $60,000 CAD Bonus: Up to $25,000 (based on upsells and retention targets) On-Target Earnings (OTE): $80,000 CAD Benefits Employer‑paid health, dental, and vision insurance In‑person work environment at our modern office in Montréal’s South West area #J-18808-Ljbffr