Customer Success Manager analyzing customer health, churn, and engagement metrics to improve retention and growth. Collaborating with support, product, and engineering teams on customer outcomes.
About the role
- Client Success Specialist onboarding and supporting agents on myAbode’s Canadian real estate transaction platform. Training users, resolving platform issues, and feeding product improvements.
Responsibilities
- Own onboarding of new brokerage clients end to end, from kickoff through confident platform adoption
- Serve as the first-line inbound support channel across rHome and the Digital Adoption Platform, handling roughly 10 tickets per day
- Resolve questions, problems, and edge cases properly and prevent repeat issues
- Train agents and staff for new and existing clients through live and asynchronous formats
- Build and maintain a training library of SOPs, videos, and manuals
- Test new features in staging before release and identify gaps for product teams
- Bring agent feedback into product decision-making conversations
- Identify recurring ticket patterns and fix root causes in the product, process, or documentation
- Report to the Client Success Team Lead and collaborate with one other specialist
Requirements
- Around 3 years in a customer-facing role where you owned the outcome
- Experience in concierge services, banking or credit card servicing, SaaS support, or client implementation
- Track record of turning bad customer experiences around and preventing recurrence
- Ability to propose solutions and investigate unfamiliar issues using available resources
- Project management instincts and experience running onboarding or implementation projects with several moving parts
- Strong written and verbal communication
- Ability to explain systems to non-technical users and write self-service instructions
- Ability to adapt quickly to shifting priorities
- Qualified applicants must hold appropriate citizenship or documents permitting them to reside and work in Canada
Benefits
- Health, Dental & Vision benefits
- Health Spending Account
- Lifestyle Spending Account
- Fast-paced, growth-oriented environment
- Casual, pet-friendly office
- Fun social events
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Degree requirement
No Education Requirement
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