Customer Success Specialist

Customer Success Specialist – Lumerate

Join Lumerate as a Customer Success Specialist and help accelerate sales teams' revenue growth through industry intelligence.

Lumerate is a Toronto‑based SaaS company providing innovative software interfaces that deliver real‑time industry insights to professionals. Our mission is to become the world’s most useful and trusted source of information for professionals seeking to make informed decisions and excel at their jobs.

This role requires strong time‑management and initiative to handle varied workloads. The primary focus is on responding to, and resolving, inbound customer queries promptly. When no inbound requests occur, you will complete assigned operational tasks.

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

• Tech‑savvy and comfortable learning and navigating various software applications efficiently.
• Excellent communication skills, able to convey information clearly and professionally both in writing and verbally.
• Strong time‑management, prioritizing tasks, and demonstrating initiative without constant supervision.
• Attention to detail, ensuring accuracy in record‑keeping and customer interactions.
• Enjoy troubleshooting basic technical problems (e.g., login issues) and motivated to find solutions for customers.
• A quick learner who thrives in ambiguous situations, adapting to new processes and information.
• Demonstrates an internal locus of control, taking ownership of work and proactively seeking ways to contribute.
• Early in professional career or seeking a foundational customer‑facing role in a tech environment.
• Enthusiasm for helping customers and working collaboratively within a team.

• Graduation from a university or college program;
  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.

• Learn to manage high‑volume customer accounts, mastering prioritization and time‑management in a role similar to Account Management.
• Gain expertise in using automation platforms and technology to engage, retain, and support a large customer base at scale.
• Help shape the future of a bootstrapped and profitable Canadian tech company.
• Earn equity (employee options make up 20% of the value of the company at all times).
• Tightly‑knit team with a thriving hybrid culture.
• Three weeks paid vacation plus statutory holidays.
• For Toronto‑based candidates: a dedicated workspace at our open‑concept office (located in the Junction Triangle) and in‑person interactions with colleagues 3 days per week.
• Remote or hybrid stipend to upgrade home office setup.
• Annual all‑company retreat (past destinations include Bermuda, Iceland, Costa Rica, and Spain).
• Additional paid vacation days with continued learning ($1,000 annual stipend for courses and classes).
• Employee Giving Program – choose causes and the company provides the funds.
• Basic and extended health and dental benefits.
• Paid and topped‑up maternal and parental leave.

Successful candidates based in the Greater Toronto Area (excluding BC) may participate in a hybrid model: home work 2 days per week with in‑person interactions at our Toronto office 3 days per week. Candidates based elsewhere in Canada will work remotely 100% of the time.

Base salary between CAD $60,000–$75,000 per year.

Target start date February 1, 2026 (flexible by candidate availability).

Send your resume and cover letter. All applications without a cover letter will not be considered. Please note the EEO statement below.

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.