Customer Success Associate (Remote)

Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance.

On a day-to-day basis, the Customer Success Associate is the single point of accountability for the customer from onboarding to adoption to expansion and retention. The CSA will be responsible for implementation planning, coaching customers to ensure they are maximizing their use of Firmex, managing escalations of at-risk accounts, actioning opportunities for account growth, and providing quarterly business reviews (QBRs) to key contacts. They must be comfortable at consulting with key client stakeholders to establish productive and trusted relationships, backed by a strong understanding of the customer’s business objectives. They will develop a deep understanding of the typical business challenges they face as they will be the clients trusted advisor, and advocate internally for their needs within Firmex. Excellent communication and organizational skills are critical to the success of this role.

As a Customer Success Associate, you will:

• Operate as the lead point of contact for any and all matters specific to their customers while building and maintaining strong, long-lasting relationships with them. 
• Work with clients through every stage of their life cycle (onboarding, early adoption, maturity), with the goal of growing their lifetime value. Own the engagement, retention and growth of your customers. 
• Deliver webinars to your named Subscription accounts to demonstrate expansion use cases, advanced administrator functionality, and share best practices. 
• Use data to provide insights for retaining and driving adoption across the entire lifecycle. 
• Clearly communicating the progress of monthly/quarterly initiatives to the Management Team. Effectively document and keep up to date customer information and interaction in GainSight as well as properly managing CTA’s. 
• Manage at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence. 
• Increase customer retention by conducting regular check-in calls for tactical items and perform QBR’s for strategic reviews. 
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs. 
• Meeting goals set by management in terms of up-selling.

What you'll need to be successful as a Customer Success Associate:

• Experience in a client success environment, as an account manager, client services and/or sales role. 
• Energetic and positive individual who strives to provide superior service to clients. 
• Successful track record of growing and retaining a named list of accounts.
• Experience doing remote and on-site training. 
• Familiar with cloud-based solutions and comfortable learning new software; tech-savvy. 
• Excellent written and verbal communication skills and interpersonal skills. 
• Adaptability, attention to detail and organizational skills. 
• Ambitious and able to work independently. 

*Note: The “Core Duties” is a summary of the duties that are essential to this role and is not an exhaustive list. Firmex reserves the right to add or amend duties as necessary.

At Firmex, we’re guided by our core values of respect and collaboration to create an equitable, diverse and inclusive environment where all employees and candidates alike can thrive. BIPOC, LGBTQIA2S+, women, people with disabilities, internationally trained professionals and historically disenfranchised groups are encouraged to apply. If you need any accommodations or adjustments throughout the interview process and beyond, we’ll be happy to assist you.