Customer Success Specialist Remote

Customer Success Specialist at Lumerate, Canada, Remote

Lumerate is growing rapidly and we’re searching for a Customer Success Specialist
to join our team for the journey!

Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We’re in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces.

Our vision is to be the world’s most useful and trusted source of information for professionals seeking to understand what’s happening in their industry.

Our mission:
To deliver industry awareness to an ever-increasing number of people, in whatever way helps them to make the most informed decisions, take the most immediate action and be the most awesome at their unique jobs.

This role requires strong time management skills to effectively handle varying workloads and priorities. It demands initiative, as you’ll proactively manage tasks beyond direct inbound requests. The primary focus is on responding to and resolving inbound customer queries and issues promptly. During periods without inbound requests, you’ll be responsible for completing a designated list of operational tasks.

Compensation and title (Customer Success Specialist or Manager) will be calibrated to the successful candidate’s experience and scope of impact from day one.

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

• You are tech-savvy and comfortable learning and navigating various software applications efficiently.
• You possess excellent communication skills, able to convey information clearly and professionally both in writing and verbally.
• You excel at managing your time effectively, prioritizing tasks, and demonstrating strong initiative without constant supervision.
• You have a keen eye for detail, ensuring accuracy in record-keeping and customer interactions.
• You enjoy troubleshooting basic technical problems (like login issues) and are motivated to find solutions for customers.
• You are eager, quick to learn and comfortable with ambiguity, demonstrating adaptability to new information, processes, and situations.
• You exhibit an internal locus of control, taking ownership of your work and proactively seeking ways to contribute.
• You are likely early in your professional career or seeking a foundational customer-facing role in a tech environment.
• You bring enthusiasm for helping customers and working collaboratively within a team.
• To demonstrate your attention to detail, please tell us the name of the establishment located at coordinates 43.,
  -79. in your cover letter.

• Graduation from a university or college program. Education with a Life Science focus is preferred.
• 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 how to effectively manage a high volume of customer accounts, mastering skills in prioritization, time management, and juggling diverse responsibilities, similar to those required in Account Management.
• Gain hands‑on expertise in using automation platforms and technology to efficiently engage, retain, and support a large customer base at scale.