Take ownership of general customer onboarding, ramp, and full life cycle achievement including contract lifecycle.
Identify customers with potential upsell, cross-sell, and expansion opportunities; work with the Customer Success team to manage these customers through playbooks for growth alignment.
Maintain regular cadence in HubSpot related to topics such as Customer Stories, Opportunities, Onboarding progress, At Risk Accounts, and Churn.
Serve as the primary contact for customer inquiries and issues, collaborating internally to resolve challenges and identify improvements with customer experience — aligned to reducing support backlogs.
Collaborate with stakeholders across all departments to solve customer queries, complaints, issues, and enhancement requests.
Follow playbooks, maintain customer records in HubSpot, and track customer interactions.
Become a center of excellence for our customer base to assist with migration efforts, and consolidate customer experience into actionable feedback for other departments.
Implement strategies to reduce churn and enhance loyalty.
Utilize data to analyze and track potential churn targets, and create a mutual plan of success to maintain customer satisfaction.

Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.
Strong relationship management and organizational skills.
Adept analytical and problem-solving skills.
Effective communication abilities with a customer-first mindset.
Demonstrated ability to collaborate effectively with various departments for overall business success.
Comfort working within structured playbooks and scaled customer success models.
College or university degree or equivalent work experience.
Working experience with SaaS products and the background check industry (preferred).
Certifications in customer success or customer support (preferred).
Candidates must be currently located in and legally authorized to work in Canada.

Customer Success Associate

Key skills