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Customer Success Strategist

3 weeks ago

Toronto, Ontario, Canada Part3 Full time

Remote, Full-Time

Part3 is building the future of project delivery in construction—and we're looking for drivers, not passengers.

Part3 is fully remote, flexible, and built on trust and autonomy by default. But here's what you should know: we're a top 1% team
. High autonomy. High standards. High expectations. You will work harder here than you did at your last job—and you'll probably have a lot more fun doing it.

As we scale, we're doubling down on delivering exceptional customer experiences while building systems that grow with us. That's where you come in.

About the Role

We're hiring a Customer Success Strategist with strong SaaS experience
to bridge the gap between strategic customer leadership and day-to-day support. This is not a reactive support role—it's a proactive, analytical, relationship-driven position that will shape how thousands of users adopt and succeed with Part3.

You'll dig into customer data, uncover trends, and spot activation gaps before they become problems. You'll build scalable onboarding experiences, deepen relationships across our customer base, and drive expansion by showing customers the full value of the platform. You will be the connective tissue between customers, support, and leadership—ensuring our users get the guidance, insights, and experience they need to win.

If you're the kind of person who loves solving problems, thinking strategically, building processes from scratch, and taking ownership—this role is built for you.

What You'll Do

Customer Activation & Data Insights

  • Analyze product usage data to identify friction points, engagement trends, and opportunities for improvement.
  • Build customer health metrics and dashboards that inform proactive outreach.
  • Identify at-risk customers early and create intervention strategies to drive adoption and retention.

Customer Relationships & Expansion

  • Manage a portfolio of customers across segments—not just large accounts.
  • Become a trusted advisor who helps users get value quickly and continuously.
  • Identify and lead expansion conversations using a consultative approach rooted in data.

Scalable Onboarding & In-App Journeys

  • Own the design and implementation of onboarding flows. We're not looking for anything fancy, but we want to leverage the tools we have in place (Userpilot).
  • Create guided experiences that help users self-serve and reduce dependency on manual support.
  • Partner with Support and Product to ensure our onboarding and education content aligns with user needs.

Cross-Functional Collaboration

  • Work closely with Support (HelpScout), Sales (HubSpot), and Product to share customer insights and drive improvements.
  • Help reduce reactive support by building proactive programs, resources, and automations.
  • Champion the customer voice internally in a constructive, data-grounded way.

Who You Are

  • You have 3+ years of experience in a SaaS Customer Success, Onboarding, Lifecycle, or similar role.
  • You're analytical and comfortable digging into usage data, identifying patterns, and recommending solutions.
  • You're comfortable working remotely and know that autonomy comes with accountability. You manage your time, stay engaged, and deliver consistently.
  • You're proactive—you don't wait for problems, you go find them.
  • You're a strong communicator who can build trust quickly and guide customers toward best practices.
  • You love creating processes, improving systems, and scaling CSM operations.
  • You thrive in high-autonomy, high-expectation environments.
  • Experience with HelpScout, HubSpot, or Userpilot is a strong asset (not required, but helpful).
  • Most importantly: you're a driver, not a passenger
    . You take ownership and push things forward.

Why You'll Love Working at Part3

  • Top-tier team
    working at startup speed, with enterprise ambition.
  • High trust, high autonomy
    —own your work, your time, and your impact.
  • Remote-first
    across Canada.
  • Huge opportunities for
    career growth
    as we scale and formalize Customer Success.
  • A culture that values builders, thinkers, and problem-solvers—not people waiting around for instructions.
  • Half-day Fridays. We keep the week productive so Fridays can be lighter.

If This Sounds Like You… Apply.

We're not looking for someone to maintain the status quo—we're looking for someone who's excited to build, innovate, and elevate how we serve customers at scale.

If you're ready to step into a role that challenges and rewards in equal measure, we want to meet you.

I
mportant Tips from the CCO and Hiring Manager:

It's a competitive market, and we see a lot of great applications. The unfortunate truth is we only have seconds/minutes to review each candidate. I wanted to share some tips for applying here (and anywhere else);

1 - Use a PDF resume. It will display automatically. If you use Word files we need to download them, and then they open weirdly in Pages etc. Remove any reason for someone to overlook your application

2 - LinkedIn has a feature that allows you to 'Message the hiring manager' with a pre-built InMail. DON'T DO IT. I get 10's of these every day and they all look the same.

3 - Cover letters are not necessary, but if you feel your resume misses some important detail, a short paragraph via InMail is a good idea.

4 - Don't overthink your resume. Avoid the temptation to over-design it. Use short punchy sentences packed with information, not fluffy paragraphs with big visuals.