Customer Success

**Job details** We're Mentorly, a creative, fast-growing Saas business, providing our unique mentorship-focused solution to businesses looking to streamline the management of their mentorship and learning and development initiatives and overall improve engagement among participants. Mentorly is a trusted leader in mentorship with clients spanning North America. Are you a clear, empathetic, and efficient communicator? Are you comfortable in both written and spoken English AND French? Do you have B2B CS success experience and work through a customer focused lens? Where have you been all this time? Look no further if you’re looking to share your talents with a growing team who is hard at work building an impactful learning and development solution. **Why you are needed** Mentorly is growing FAST, rapidly growing our presence in the mid and enterprise markets. As such, we need a skilled communicator to assist us with Live Technical Support via Intercom and Slack, along with assistance managing clients, their requests, and strategic success plans as their Mentorly Success Advisor. It’s more than just answering questions and troubleshooting This position holds a lot of responsibility and power as you are able to get close to users’ and their journey on Mentorly. This direct connection with our user base provides you with a clear understanding of their needs and wants, which directly informs our team of ideal product enhancements. **Core Responsibilities** - Provide insights + train to customers to ensure that they get the most out of the platform throughout the customer lifecycle with the aim of helping grow our customer and client base - Respond to Intercom support tickets and provide informed, reactive assistance - Be the trusted source of information for the customer on use-case and product functionality - Gauge + improve customers’ levels of engagement with our product - Represent the voice of the customer to provide input into every core product, sales, and marketing processes. - Provide feedback to the other teams regarding product and service improvements and direct client requests - Document new user journeys and draft support articles - Collaborate closely with sales team members to support client renewal opportunities - Your metric to own: churn - Serve as a primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support - Create success plans for enterprise level customers to help us be part of the their business success **Eligibility** - Advanced written and spoken English and French - Minimum of 4+ years of professional experience in Customer Success - Bachelor's Degree in a relevant field (Communications, etc.) - 2 relevant referrals from previous employers - Experience working with cross-functional teams - Experience working with multi-geographical customers - Impressive executive presence and communication skills - Stellar time-management skills and a strong team spirit, readily willing to collaborate with teammates - Ability to create structure in ambiguous situations + design effective processes - Passion for technology and for being a part of a fast-growing Saas company - Experience at an early stage startup < 50 employees is a bonus **Required technologies**: - Word and Excel, Slack, Intercom **Details** **Benefits**: - Dental care - Extended health care - Life insurance - Paid time off - Vision care - Disability insurance - Flexible schedule - Remote - Learning and Development monthly budget **Pay: CA$60,000 - CA$65,000 per year** **Job type** - Full-time - Permanent **Schedule**:40 hrs a week **Expected start date**:Immediately **Job Types**: Full-time, Permanent **Salary**: $50,000.00-$65,000.00 per year **Benefits**: - Dental care - Disability insurance - Extended health care - Flexible schedule - Life insurance - Paid time off - Vision care Schedule: - 8 hour shift Supplemental pay types: - Overtime pay **Experience**: - B2B customer service (SAAS product): 4 years (required) **Language**: - English and French (required) Work Location: Remote