Customer Success Associate

As a Customer Success Associate, you'll make sure merchants get real value from Final after the sale closes. You'll report to the Head of Sales and work closely with them to ensure a smooth handoff from onboarding through to long-term, happy customers. This is a great fit for someone who's patient, proactive, and genuinely enjoys helping small business owners succeed.

• Own onboarding. Guide new merchants through setup, configuration, and their first weeks live on Final, so they get up and running smoothly.
• Build lasting relationships. Be the merchant's main point of contact after the sale, checking in regularly and understanding how their business is evolving.
• Troubleshoot and support. Help merchants resolve issues quickly, working with Product and Support to elevate anything more technical.
• Drive retention and growth. Spot opportunities to help merchants get more value from Final, and flag risk of churn before it happens.
• Gather and share feedback. Bring merchant insights back to Product, Marketing, and Sales to help shape the roadmap and go-to-market approach.
• Keep records accurate. Track customer health, usage, and interactions in the CRM so the team has a clear, current picture of every account.

• Some experience in customer success, account management, or support, ideally in SaaS, tech, payments, or POS.
• A genuine desire to help people, patience, empathy, and a knack for explaining things clearly.
• Comfort with CRM tools and basic reporting on account health and usage.
• Clear, confident communication, you can explain technology simply without being "too techy."
• Genuine enthusiasm for Newfoundland and Labrador's business community and a desire to help local merchants succeed.
• A valid driver's licence and willingness to travel across the province as needed.

• Experience supporting POS, payments, payroll, e-commerce, or other merchant tools.
• Existing relationships with local merchants, business networks, or community organisations.
• Comfort in a fast-moving environment where you help shape the playbook rather than inherit one.
• Experience running a small business, or working closely with owners and operators.

• Join the team making sure merchants across Newfoundland and Labrador get the most out of a category-defining platform.
• Build lasting relationships with businesses you already know and love.
• Work with a talented, passionate team building something genuinely new.
• Competitive compensation package, including comprehensive health, dental, and vision insurance.
• Stock option plan, so you share in the success you help create.
• Be part of a St. John's-based company backed by top-tier VC.

You'll work from the best office in St. John's (rooftop patio included) alongside a talented team building something genuinely new.

• Casual dress
• Dental care
• Extended health care
• Paid time off
• Stock options
• Office snacks
• Vision care
• Flexibility

St. John's, NL, reliably commute or plan to relocate before starting (preferred)

In person