Customer Success Associate

LifeRaft

4d•Hybrid

About The Position

Liferaft builds software that helps organizations find, understand, and act on potential risks from publicly available information. Our clients include corporate security teams around the world, including some of the world’s leading organizations. We’re a remote-first company committed to building a high-performing, values-driven team that operates with clarity, discipline, accountability, and care. Liferaft was recently acquired by global security company Securitas, expanding our ability to deliver intelligence-led security at scale. Together, our technology and security solutions help these organizations protect their people, assets, and operations, making a meaningful impact in the world we live in. As a Customer Success Associate (CSA), you’ll play a key role in helping our customers achieve value from the Liferaft platform while supporting long-term retention and growth. The CSA role combines account management, renewal support, and frontline customer engagement. You will serve as a trusted point of contact for customers, helping them navigate questions, maximize platform value, and achieve their business objectives. This role is open to candidates based in Canada within the Eastern or Atlantic time zones, with a strong preference for Halifax-based applicants, given the concentration of the Customer Success team and occasional in person work and events in our Halifax, NS office. It is an excellent opportunity for someone who is passionate about customer relationships, enjoys problem-solving, and is looking to build a career in Customer Success Management.

Requirements

1-3 years of experience in Customer Success, Account Management, Customer Support, or a related customer-facing role.
Strong relationship management skills and a passion for customer advocacy.
Excellent written and verbal communication skills with the ability to engage professionally with stakeholders at all levels.
Proven problem-solving skills with a proactive approach to challenges.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Nice To Haves

Experience working with customer-facing platforms such as Salesforce, Gong, Gainsight, Catalyst, Zendesk, or similar tools considered an asset.

Responsibilities

Manage a portfolio of customer accounts, building trusted relationships and driving customer engagement.
Develop and execute onboarding, training, adoption, and success plans that align platform capabilities to customer goals.
Monitor account health, platform usage, and engagement trends to identify opportunities and mitigate risks.
Partner with Customer Success Managers on strategic accounts, customer initiatives, and account planning activities.
Support and manage Tier 3 account renewals, including renewal readiness, stakeholder engagement, risk identification, and forecasting activities.
Identify opportunities for account growth and expansion and collaborate with Revenue and Customer Success teams as appropriate.
Measure and communicate customer outcomes and value realization to both customer stakeholders and internal teams.
Advise and educate clients on technical and support questions, ensuring timely and empathetic resolution of issues.
Investigate customer complaints, troubleshoot reported issues, and escalate complex problems to relevant departments.
Develop and maintain excellent relationships with clients, ensuring service level agreements are met and exceeded.
Gather customer feedback to communicate internally for continuous product improvements and feature enhancements.
Collaborate with cross-functional teams to maintain a comprehensive knowledge base and develop support documentation.

Benefits

Competitive compensation plan
Flexible PTO – Our team is encouraged to take a minimum of 15 days/year with no cap beyond
Hybrid workplace with flexible working hours
Health & Dental Benefits (Medavie Blue Cross) 80% employer paid benefits
Orthodontic coverage for minor dependents
Comprehensive mental health coverage, up to $3,000 per year, available for employees and dependents
Free access to EAP, Greenshield and a variety of physical and mental health services via wellness platform
$750 Yearly Lifestyle Subsidy
Monthly cell phone reimbursement
Monthly parking reimbursement
Company-sponsored social events and team-building activities
Strong culture of employee recognition
Monthly peer-nominated “Cheers” awards with gift card draws
Quarterly Performance Awards recognizing exceptional impact, collaboration, and innovation
Diversity, Equity & Inclusion Committee
Authentic, engaged team, who value work life balance