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Customer Success Specialist

2 weeks ago

Vancouver, British Columbia, Canada LandSure Systems Ltd. Full time

Do you want to work for one of BC's Top Employers for 2025 and join an innovative, technology-driven and growth-focused organization?

LandSure Systems Ltd. (LandSure) is looking to hire a temporary full time
Customer Success Specialist (1 year term)
to join our Products division

Who we are:

LandSure is a subsidiary of the Land Title and Survey Authority of BC (LTSA), a publicly accountable, statutory corporation that manages BC's land title and survey systems. Our team of nearly 100 employees supports the LTSA through information system consulting services, project management, customer support, and communications.

We offer meaningful work in the public interest
. In support of the Province's 30-point housing plan, LandSure has helped the LTSA build and launch the Condo and Strata Assignment Integrity Register as well as the Land Owner Transparency Registry, a first-of-its-kind registry.

We offer an innovative, performance-driven culture
. We have helped the LTSA become a leader in automated property registration and through technology, we are reducing turnaround time for customers and improving the consistency, accuracy and efficiency of the LTSA's services. We also build and manage innovative products such as ParcelMap BC and AUTOPROP, which support access to information for the land and real estate sectors.

We offer balance
. LandSure provides employees with the ability to work for a stable, independent, values-driven technology company. The environment is entrepreneurial, innovative, and fast-paced yet supportive. Our culture is of mutual respect, constantly improving our professional and personal skills, and celebrating our accomplishments.

We believe in a
hybrid of remote and in-office work
and know you'll love our downtown Vancouver office as much as we do Our employees can work either entirely in the office, or a hybrid of both remote and in-office. Therefore, applicants must currently live in British Columbia or have plans to relocate to British Columbia.

Visit

to learn more about why it's great to work at LandSure, including 3 weeks vacation to start, a generous bonus program, and a $650 health spending account.

What you'll do:

Reporting to the Manager, Customer Success, the Customer Success Specialist is responsible for customer engagement, retention and revenue generation for AutoProp and myLTSA products. The Customer Success Specialist will manage content creation, advanced sales and support responsibilities, as well as strategic contributions to marketing campaigns, team alignment, and customer success initiatives.

Key Responsibilities and Accountabilities:

Content Creation

  • Develop, manage, and distribute marketing and training content including tracking attendance and following up with participants for sales opportunities
  • Record, edit, and upload videos for marketing, training, and support purposes
  • Create and update help resource articles and short and long form videos
  • Produce pre-recorded webinars to enhance user training

Customer Support

  • Provide support via chat, email, and phone, addressing customer needs effectively
  • Handle escalations from first-level support, ensuring timely issue resolution
  • Proactively engage customers through in-app messaging and email campaigns
  • Plan, host and manage webinars with various stakeholders to support the Manager, Customer Success

Customer Feedback & Product Improvement

  • Improve demo and sales templates, scripts, marketing materials and collateral to support sales activities
  • Track customer feedback on existing and potential features
  • Support customers and key accounts to complete renewals and build leads through relationships
  • Run demos to support the Manager, Customer Success
  • Provide support for other team members and customers as required to encourage use
  • Suggest and support implementation of new features in collaboration with the product team

Sales & Lead Generation

  • Manage the full sales cycle for new opportunities, from lead identification to deal closure
  • Generate leads through various channels, schedule demos, and develop supporting marketing campaigns
  • Convert leads into paying customers and manage leads with CRM system processes
  • Follow up on leads and conduct research to identify and qualify potential prospects
  • Identify and remove obstacles to closing deals
  • Manage the customer renewal process, offering refresher training sessions as needed
  • Foster strong client relationships to ensure satisfaction and retention
  • Oversee attendance tracking and marketing efforts to maximize engagement
  • Administer quarterly invoicing processes for real estate board clients

Data Analysis & Reporting

  • Track and analyze usage statistics for stakeholders
  • Prepare and present data insights for weekly sales meetings to support decision-making

We encourage you to apply if you have:

Education and Experience

  • Post-secondary education in a related field
  • Minimum 5 years of experience in a SaaS environment in marketing, sales or customer success preferred but not required
  • Experience in creating success for customers in a client-facing environment
  • A background in real estate preferred but not required

Knowledge, Skills and Abilities

  • Exceptional communication and follow-up skills; an ability to communicate effectively throughout the sales cycle
  • Ability to analyze and synthesize business information and contribute to strategic discussions and ROI-focused conversations
  • Demonstrated ability to build and maintain long-term client relationships
  • Tenacious, positive attitude and ability to continuously develop and adapt a strategic approach for identifying new opportunities
  • Proficient in creating and delivering compelling marketing campaigns and training content
  • Ability to communicate effectively and professionally both orally and in writing
  • Understanding of how to effectively and appropriately engage prospects across all communication mediums (social networks, phone, email, etc.)
  • Ability to track and report progress and completed tasks effectively
  • Experience using CRM systems, managing sales pipelines, and tracking metrics
  • Strong organizational skills and the ability to handle multiple projects simultaneously

We are dedicated to transparency in our hiring process. $ 61,600 - $77,000 annually, reflects a reasonable expectation for pay for the position depending on qualifications and experience. This compensation is specific to the role within our organization and takes into account a wide range of factors that are considered in making compensation decisions including but not limited to job-related skills, experience and relevant training or education, business and organizational needs.

We are committed to fostering a safe, respectful, and inclusive workplace where all employees can share their diverse views, skills and backgrounds. Valuing employee diversity strengthens workplace trust and enhances our ability to innovate in service of our customers and partners. Our hiring practices reflect this and we are committed to ensuring that our workforce reflects where we live and work. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

Please note if you require accommodations during the application or interview process, please let us know. Applicants must be legally authorized to work in Canada.