Customer Success Consultant

Job Description

We are looking for a high-energy, proactive Customer Success Consultant to join our Customer Success team and support our Small Business and Accountant segments. The Customer Success Consultant is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to support them to fully utilize their product.

This will be achieved through a structured, multi-channel contact strategy coupled with a Customer Success Program, with the goal of maximizing the value of the selected products and services. This will be driven by a consultative approach based on the customer needs and aspirations for their business.

This is a hybrid office environment that meets 3 days a week in the office.

• Build trusted relationships with key customer stakeholders and act as a strategic advisor to ensure solutions align with business goals and deliver maximum value.
• Provide personalized 1:1 onboarding journeys to customers, guiding them through adoption and ensuring a smooth onboarding experience.
• Maintain strong product knowledge to deliver tailored recommendations, best practices, and adoption strategies based on customer needs.
• Develop and execute Customer Success and Adoption Plans with clear objectives, milestones, risks, and success metrics to drive product usage and reduce churn.
• Advocate for customers by sharing actionable feedback with internal teams, including Product, Sales, Marketing, and Customer Support.
• Collaborate cross-functionally with internal stakeholders to enhance the overall customer experience and business outcomes.
• Proactively engage customers to improve satisfaction, increase adoption, and identify opportunities for innovation and growth.
• Share product expertise and best practices through customer training sessions, webinars, and peer mentoring initiatives.

• Strong written and verbal communication skills. English/French bilingual is a strong plus.
• Minimum 2+ years of experience in customer success, pre- and/or post-sales, and/or customer service in a fast-paced environment.
• Experience working with small or mid-market clients and/or accountants, promoting value through customer experience while maintaining high standards of customer service and delivering on KPIs.

• 100% paid premiums for health, dental, and vision coverage.
• RRSP contribution match (100% up to 4%).
• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year, starting 6 months after the hire date.
• Sage Wellness Rewards Program (annual fitness reimbursement).
• Library of on-demand career development options and ongoing training offerings.

The compensation will be determined by location, level, job-related knowledge, education, and experience. Certain provinces in Canada require job postings to include a salary range of C $72,000-C $80,000 with a bonus, and the OTE (On Target Earnings) can be up to C $92,000. In addition to base salary, employees will participate in either a bonus plan based on company and individual performance or a role-based commission plan.