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Salary: CAD 64,000 - 74,000 / annual
Achievers is seeking a Customer Success Associate to join their Toronto office. In this role, you will drive strategy for the Achievers recognition and engagement platform while continuously delivering value to customers. You will be responsible for promoting product adoption and expansion, highlighting best practices, and implementing recognition strategies across your customer accounts.
Key responsibilities include:
- Provide expertise on the Achievers platform, highlighting key features and functionality to help customers execute employee recognition strategies
- Establish measurable goals and KPIs for customer accounts
- Track implementation and post-implementation adoption activities
- Drive platform usage and adoption by hosting virtual meetings and communicating best practices
- Meet with customers face-to-face to plan program rollouts and explore cross-functional use cases
- Manage a revenue pipeline while upselling and cross-selling within existing programs, thinking strategically about account growth and long-term opportunities
- Lead customer workshops and training on product updates and new features
- Provide regular status reports to stakeholders on progress against established goals and manage account escalations
- Assess customer adoption levels and proactively identify renewal risks
- Connect with customers to update on outstanding queries, reports, and campaigns
This role combines customer success with sales responsibilities, requiring you to balance customer advocacy with revenue growth objectives. You will work with mid-market and SMB customers, managing relationships across multiple stakeholders and driving measurable business outcomes.
Requirements:
- 3+ years of account management experience at a software/SaaS company
- Strong business acumen and proven ability to influence decision makers across various organization sizes
- Proficiency with CRMs such as Salesforce or other force.com platforms
- Experience preparing and delivering presentations to senior audiences
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards
- Demonstrated analytical skills using Excel and/or PowerPoint for customer business reviews
- Experience managing a sales pipeline and carrying a sales quota
- Strong customer-facing skills including expectation management and communication
- Bachelor's degree
- Formal sales training through a recognized program preferred
- Experience with mid-market and SMB customers is an asset
- Bilingual English and French is an asset
