Customer Success Specialist

NOTE: This role is open to candidates based in Canada only.

Location: Remote (Canada, preference for EST time zone)
Type: Full-time

Compensation: $60-75K CAD + equity

Reporting to: Head of Customer Success

About ZeroTek

ZeroTek is a profitable, remote only, employee‑owned B2B SaaS company that provides a Secure Identity Access and Business Management platform built specifically for MSPs and MSSPs. Trusted by service providers across North America, we deliver Okta‑integrated solutions that drive stronger security, operational efficiency, and customer trust.

Launched commercially in 2020, we've achieved strong product‑market fit and were recently recognized as one of Canada's fastest‑growing tech companies in Deloitte's 2025 Technology Fast 50™ (ranked #13 in Companies‑to‑Watch). We're now scaling into the next stage of growth with a world‑class technical implementation team, a strong foundation for customer success, and a growing partner ecosystem. This is your chance to join early and play a pivotal role in shaping the future of identity security for MSPs.

ZeroTek’s Approach to Customer Success

At ZeroTek, Customer Success is a core part of our offering and a key reason MSPs choose to work with us. We don’t treat CS as a cost centre or a sales quota function—it's a value‑add role focused on helping partners achieve real outcomes.

Our model emphasises thoughtful, high‑quality support over volume. Instead of rushing through interactions, we focus on clarity, responsiveness, and being genuinely helpful so partners can deploy, adopt, and grow with confidence.

Role Overview

We are hiring a Customer Success Specialist to support our MSP partners across onboarding, adoption, and day‑to‑day success. This is a junior role for someone who genuinely enjoys customer‑facing work—being on calls, communicating with partners, and building relationships—not just internal project work. Curiosity, responsiveness, coachability, and willingness to learn “the ZeroTek way” are essential.

You’ll be the first Customer Success Specialist at ZeroTek, working closely with our Head of Customer Success to ensure partners get value quickly, stay engaged, and have an exceptional experience with ZeroTek. This is a high‑impact role where you’ll also collaborate with Marketing, Communications, and Product, and represent the voice of the customer in shaping our product and go‑to‑market strategy. While this role requires a basic level of technical aptitude and comfort learning new tools (Okta, IAM concepts, and our platform), it is first and foremost a relationship‑focused role. Strong communication, follow‑through, and customer‑facing presence matter more than deep technical expertise. This role is ideal for someone who enjoys ownership, thrives in a small, high‑collaboration team, and wants early‑career exposure to all aspects of Customer Success.

Key Responsibilities

- Support onboarding for new MSP partners—coordinating setup tasks, preparing materials, and ensuring smooth handoff to technical teams.

- Assist in monitoring customer health signals, usage, and adoption.

- Join partner calls to take notes, follow up on action items, and ensure timely completion.

- Schedule & host partner calls throughout partner journey; e.g. for kickoff, billing training, check‑ins, etc.

- Respond to partner questions through email with clarity and professionalism.

- Maintain accurate CRM updates and internal documentation.

- Prepare Quarterly Business Review (QBR) materials, reports, and summaries for senior team members.

- Assist with gathering customer feedback and surfacing insights to CS leadership.

- Identify expansion or optimisation opportunities and flag them for improvement.

Examples of Work You’ll Do in a Typical Week

- Join a 1:1 with your manager (Head of Customer Success) to ask questions and align on priorities.

- Join an onboarding call with an MSP, take clear notes, and follow up with next steps.

- Prepare a few customer‑facing emails with an update, follow up, or initiative.

- Provide customer journey / onboarding updates in an internal meeting.

- Update HubSpot with partner information, activity updates, or task progress.

- Collaborate with Tech Services to resolve a partner question and communicate back to the customer.

- Collaborate with Marketing & Communications to craft a customer‑facing email blast or provide input on an email sequence.

- Draft slides for a QBR and pull simple usage metrics.

You can expect mostly scheduled calls and some ad‑hoc support; a small number of high‑quality, longer conversations, not a high‑volume call centre environment. There are typically 3–6 partner‑facing calls per week, typically 30–60 minutes with a mix of onboarding, check‑ins, and follow‑ups.

Must‑Have Qualifications

- 2+ years in customer success, support, onboarding, or account management.

- Demonstrated experience communicating directly with customers (not only internal stakeholders).

- Strong attention to detail—especially in written communication and follow‑through.

- Coachable, open to feedback, and eager to learn new processes and improve quickly.

- Clear, professional communication skills (written and verbal).

- Highly organised, reliable, and comfortable managing multiple tasks.

- Positive, proactive attitude—willing to jump in and help wherever needed.

- Able to work remotely with strong ownership and follow‑through.

Nice‑to‑Have Qualifications

- Experience working in B2B SaaS or a Customer Success environment

- Experience with CRMs (HubSpot, Salesforce), project tools, or ticketing systems.

- Experience working with MSPs or in IT/SaaS environments.

- Familiarity with Okta, Entra ID, or IAM concepts.

Compensation & Growth

- Salary: $60K-75K CAD

- Early‑stage, high‑impact role with direct influence on strategy.

- Strong opportunity for career progression as we scale the Customer Success team and the company.

What We Offer

- Competitive salary

- Employee stock options (equity)

- Comprehensive benefits package designed to support you and your family’s health, well‑being, and peace of mind

- Modern tech stack to empower high‑impact work including HubSpot Enterprise, Arrows, Fellow, Slack, and Zoom

- Flexible remote work environment

- Structured onboarding and training, including MSP fundamentals, ZeroTek product education, and an introduction to Okta and identity security concepts.

- Ownership mentality: we’re building something meaningful, and everyone plays a part

- Career progression opportunities as we build and scale the Customer Success team

- A front‑row seat at a fast‑growing, mission‑driven company with product‑market fit

- A seat on the rocket ship 🚀 — buckle up

Accessibility

ZeroTek is committed to employment equity, diversity, and inclusion, and we encourage applications from all qualified individuals. Accommodations are available throughout the recruitment process upon request.

AI Disclosure

ZeroTek makes use of certain AI‑enabled tools that aid in the hiring process. These tools take the form of AI meeting notetakers (Fellow, Zoom) and features within our Applicant Tracking System. They are used to record, organise, and summarise details and data points collected during the hiring process, without losing the context in which they were originally provided. None of ZeroTek’s AI features makes decisions about your candidate status.

All hiring decisions at ZeroTek are made by a team of collaborative, hard‑working human beings. We might use AI to speed up your process and to help capture and organise information during the hiring process, but ultimately, decisions about who we invite to join ZeroTek are made only by our hiring team.

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