B2B SaaS Customer Success Representative

B2B SaaS Customer Success Representative

Location:
Toronto, ON, Canada (4 days/week in office near Exhibition Go Station)

Type:
Full-Time

Who We Are

Our B2B SaaS client is an award-winning solution enabling secure, efficient exchange of confidential files. As the easiest, most secure file sharing service available, we're transforming how businesses interact with their clients, pushing the boundaries of productivity, security, and compliance. Our mission is to set the standard for secure client communication and collaboration. At the company, talented individuals thrive in an environment that removes barriers to innovation. We seek out innovative minds and offer them the freedom to make significant impacts.

Who You Are

You have the confidence to deliver an exceptional client experience. We will give you the power to do it You have experience working in a customer-facing role, you're proactive, a great listener, and eager to drive customer success. You are a self-starter, a great listener, and you're willing to put in the work to figure things out. You thrive in a role where your efforts are to partner with customers and help them achieve value with software directly contributing to company growth. You are enthusiastic about technology and eager to build a career in customer success within the tech industry.

Your Day to Day

• Provide outstanding customer support via phone, email, and live chat, ensuring a seamless and positive experience.
• Own customer engagement within the SMB segment, ensuring end-to-end satisfaction and account success
• Build and nurture relationships with key stakeholders to ensure their needs are met and they recognize the full value of the company
• Regularly connect with clients, identifying needs and uncovering new opportunities for engagement and growth.
• Maintain and protect revenue by ensuring high levels of customer satisfaction and retention.
• Keep customers informed about the product roadmap and newly released features to encourage continuous product usage.
• Collect and relay customer feedback to the product management team to influence future product enhancements.
• Create opportunities for customer advocacy through third party reviews and case studies
• Assist clients in navigating the company, offering proactive solutions and recommendations to optimize their experience.
• Escalate technical issues to the appropriate team, ensuring timely follow-up and a smooth resolution process.
• Collaborate closely with internal teams to ensure the success of key accounts and to enhance the customer experience.
• Perform other duties as needed to support the Customer Success team

Basic Qualifications

• 1-3 years of experience in a customer-facing role, in a B2B SaaS environment
• Fluent in English with excellent written and verbal communication skills
• College or University degree preferred

What We Are Looking For

• Self-starter with the ability to learn and ramp quickly, and highly determined to figure things out as you go
• Execution-oriented with a passion to work in a fast-paced startup environment
• Strong organization skills demonstrating ability to manage multiple tasks and/or priorities
• Excellent communication skills, both written and verbal
• Passion for technology and a strong desire to actively contribute to a team.
• Strong computer skills, including Microsoft Word, PowerPoint, Excel
• Willingness and ability to work effectively in a hybrid environment

Why Join Us?

Our team is made up of high-performing professionals and we work towards solving two of the biggest challenges in the digital age: communication and privacy. We provide opportunities to build a career and grow professionally; there is no limit to what you can accomplish here We want you to have a good work-life balance, so we offer flexible work hours. We provide an industry-leading benefits package, competitive base pay plus commission compensation, and tailored career growth. Does this sound like the perfect opportunity for you? Apply today to join our outstanding team

The company is an equal opportunity employer.