Customer Experience & Success Lead

REW.ca•Vancouver, BC

23h•CA$65,000 - CA$75,000•Hybrid

About The Position

REW.ca is seeking an exceptional Customer Experience & Success Lead with a results-oriented approach to customer relationships. REW.ca is Western Canada’s leading real estate platform with millions of Canadians navigating their home search journeys each month with proven results. By combining innovative technology, deep market insights, and a seamless user experience, REW.ca empowers Homeseekers to find their perfect home. Our goal is to make real estate a more personal experience, guided by care, empathy, and innovation. We’ve done this by carefully assembling a team of great people who have great ideas. One of those genius-level ideas is to make REW quite simply the best place in the world to work - and we’d like your help to get there. And that’s where you come in. We are looking for a Customer Experience & Success Lead with exceptional skills in customer engagement, onboarding, communication, and relationship management to help shape how our customers feel and interact with REW throughout their entire lifecycle. The ideal candidate thrives in a hybrid CX/CS role - someone who can educate and guide customers, monitor health and satisfaction, identify risks and opportunities, and ensure they consistently realize value from our products. In this role, you’ll be deeply involved in optimizing the customer journey, driving retention initiatives, gathering and acting on feedback, and collaborating across teams to improve experience and outcomes. You will play a key part in strengthening loyalty, preventing churn, championing the voice of the customer, and fostering long-term partnerships that help our clients thrive.

Requirements

Proactive, solution-oriented mindset with strong organizational skills.
Demonstrated ownership and accountability from planning through execution.
2+ years of experience in customer success or customer experience roles.
Excellent communication, interpersonal, and problem-solving abilities.
Empathy-driven approach focused on building long-term relationships.
Proficiency with CRM, CS platforms, and support tools (e.g., Intercom, Zoho Desk).
Ability to analyze data and customer behavior to identify risks and opportunities.
Comfortable collaborating with Marketing, Sales, Product, and Support teams.

Responsibilities

Lead and optimize a smooth, value-focused onboarding experience.
Create and maintain scalable educational resources (videos, emails, knowledge base content).
Partner with Product and Marketing to ensure all help materials remain accurate and up to date.
Monitor key health metrics (NPS, engagement, cancellations) and engage customers at critical lifecycle moments.
Conduct regular check-ins to confirm value realization and goal progression.
Identify churn risks, execute retention strategies, and lead exit interviews to inform improvements.
Work with the Customer Experience Director to strengthen satisfaction and retention processes.
Map and continually improve the end-to-end customer journey.
Collaborate cross-functionally to address friction points and enhance experience.
Help customers define success measures, track ROI, and deliver value reviews for key accounts.
Build systems to gather, analyze, and act on customer feedback.
Represent the customer voice across internal teams to inform product and service improvements.
Identify customer advocates for testimonials and case studies.
Support events and recognition initiatives that build loyalty and engagement.
Act as a liaison between customers and internal teams to ensure seamless communication and feedback loops.
Participate in strategic planning to advocate for customer needs and insights.