Customer Success Associate

At LumiQ, we’re on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we’ve cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America.

LumiQ is proud to be a 2024 Deloitte Fast 50 winner. We’re creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. Most recently, we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans.

LumiQ is also a certified Great Place to Work We’re all about transparency, ownership, innovation, and empathy. If you’re ready to make a real impact and help us transform professional education, we’d love to hear from you

Reporting to our Sr. Manager of Customer Success, the **Customer Success Associate**will be responsible for the adoption, advocacy and retention, and growth of LumiQ customers. The CSA will drive user engagement across the platform and ensure alignment to drive client happiness.

**Who You Are**:

- 1+ years relevant work experience in a customer success, account management role
- You are experienced, passionate, and have 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 our 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
- Assist with other duties and tasks as assigned

If you think your experience is most of the way, there we’d still love to meet you

Please note this is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 2 times a week. However, for training & onboarding purposes, the in-office expectation time will increase.

**Benefits and Perks**:

- **Health Benefits**are available after 3 months with us, including a yearly health spending account. You'll also have access to an Employee Assistance Program for additional support if needed.
- **Hybrid Work Style**: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.
- **Monthly team social events**: (Super Smash Bro party, hot chocolate bar, Blue Jays game, Hot One's Challenge are just a few examples of what we have done in the past).
- **Schedule flexibility**:We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school
- **Nomad policy**:Work remotely 4 weeks of the year from anywhere in the world.
- **Endless Learning**:Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.
- **LumiQ Clubs**:Join an existing club or start your own