Customer Success Specialist

Lumerate is growing rapidly and we're searching for a Customer success associate to join our team for the journey

Who is Lumerate?

Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We're in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces. Our vision is to be the world's most useful and trusted source of information for professionals seeking to understand what's happening in their industry.

Our mission: To deliver industry awareness to an ever-increasing number of people, in whatever way helps them to make the most informed decisions, take the most immediate action and be the most awesome at their unique jobs.

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What the role looks like:

This role requires strong time management skills to effectively handle varying workloads and priorities. It demands initiative, as you'll proactively manage tasks beyond direct inbound requests. The primary focus is on responding to and resolving inbound customer queries and issues promptly. During periods without inbound requests, you'll be responsible for completing a designated list of operational tasks.

What you'll be responsible for:

• Responding promptly and effectively to customer emails via designated support channels.
• Managing the timely distribution of renewal reminders to customers.
• Deploying targeted email campaigns aimed at customer engagement, retention, and expansion.
• Maintaining accurate and current customer records and interactions within the CRM system.
• Identifying and escalating complex issues or customer concerns to appropriate internal teams when necessary.

Who will be successful in this role?‍

• You are tech-savvy and comfortable learning and navigating various software applications efficiently.
• You possess excellent communication skills, able to convey information clearly and professionally both in writing and verbally.
• You excel at managing your time effectively, prioritizing tasks, and demonstrating strong initiative without constant supervision.
• You have a keen eye for detail, ensuring accuracy in record-keeping and customer interactions.
• You enjoy troubleshooting basic technical problems (like login issues) and are motivated to find solutions for customers.
• You are eager, quick to learn and comfortable with ambiguity, demonstrating adaptability to new information, processes, and situations.
• You exhibit an internal locus of control, taking ownership of your work and proactively seeking ways to contribute.
• You are likely early in your professional career or seeking a foundational customer-facing role in a tech environment.
• You bring enthusiasm for helping customers and working collaboratively within a team.
• To demonstrate your attention to detail, please tell us the name of the establishment located at coordinates , in your cover letter.

What we'd love to see in your work history:

• Graduation from a university or college program. Education with a Life Science focus is preferred, but not required
• 1-2 years of experience in a customer service, support, or other customer-facing role.
• Familiarity with or experience working within the SaaS industry.
• Experience helping users troubleshoot technical problems, such as login issues or basic software navigation.
• Hands-on experience using Salesforce or a comparable CRM system.

Reasons You Might Want to Apply:

• Learn how to effectively manage a high volume of customer accounts, mastering skills in prioritization, time management, and juggling diverse responsibilities, similar to those required in Account Management.
• Gain hands-on expertise in using automation platforms and technology to efficiently engage, retain, and support a large customer base at scale.

Why Lumerate? Fancy perks etc.

• Help shape the future of a bootstrapped and profitable Canadian tech company.
• Earn yourself some equity (employee options make up 20% of the value of the company at all times).
• Be a part of a tightly-knit team with a thriving hybrid culture.
• Three weeks paid vacation + paid statutory holidays.
• If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days per week.
• Upgrade your home office setup with our remote or hybrid stipend.
• Join us for our annual all-company retreat (past destinations include Bermuda, Iceland, Costa Rica and Spain)
• Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes).
• Take part in our Employee Giving Program (you choose the causes and the company provides the funds).
• Basic and extended health and dental benefits.
• Paid and topped-up maternal and parental leave.

Location:

If the successful candidate is based in the Greater Toronto Area (excluding BC), she/he/they can choose to participate in our hybrid experience, by working from home 2 days/week, while enjoying the benefits of in-person interactions at our Toronto office 3 days/week.

If the successful candidate is based elsewhere in Canada, she/he/they will work remotely 100% of the time.

‍Salary:

Base salary between CAD $60-75K / year

Start Date:

The target start date for this role is December 1, 2025, but can be flexible according to the availability of the successful candidate.

Already envisioning your first day at Lumerate as our next Customer success associate? Please send in your application with two things: your resume and cover letter. We look forward to hearing from you Please note that any applications without a cover letter will not be considered.

Lumerate is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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