Customer Success Specialist/Manager (Onboarding & Retention)

Job Postings

7d•$50,000 - $65,000•Remote

About The Position

About eState Planner eState Planner is on a mission to improve estate planning for Canadians by empowering professionals with modern, intuitive tools. Our platform helps legal and financial professionals deliver a more client-focused experience while improving efficiency and accuracy. Built with deep domain expertise, eState Planner combines intelligent, rule-based technology with a user-friendly interface to support the drafting of both simple and complex estate plans. About the role We’re looking for a Customer Success Specialist/Manager to ensure our customers are set up for long-term success with eState Planner. This role is focused on onboarding, retention, and customer relationships . You’ll work closely with Sales and Marketing to deliver a seamless customer journey, from initial conversion through ongoing engagement. You’ll play a key role in helping our customers get the most value from our product, while also acting as a voice of the customer to inform our product and go-to-market strategy.

Requirements

2–3 years of experience in Customer Success , or 2+ years in Account Management or a similar customer-facing role
Strong interpersonal and communication skills
Comfortable building relationships and working directly with customers
Organized and proactive, with strong follow-up habits
Ability to identify problems and take initiative to solve them
Experience in SaaS is a plus
Experience in legaltech or a background in the legal industry is a strong plus

Responsibilities

Customer onboarding & activation
Own the onboarding experience for new customers after they convert from trial
Ensure smooth handoff from Sales to Customer Success
Guide customers through setup and early usage to set them up for success
Proactively identify and address risks during the early lifecycle
Retention & relationship management
Build and maintain strong relationships with customers
Regularly engage customers to ensure they are getting value from the product
Identify risks early and take action to prevent churn
Spot opportunities for expansion and upsells where relevant
Customer advocacy & insights
Act as the voice of the customer internally
Gather feedback, insights, and product requests from customers
Share learnings with Product, Sales, and Marketing to inform roadmap and messaging
Help identify trends across customer segments
Billing & account health
Ensure customer accounts remain in good standing
Monitor and follow up on failed payments
Work with customers to resolve billing issues promptly
Cross-functional collaboration
Collaborate with Sales to ensure smooth transitions and aligned expectations
Partner with Marketing to share customer insights and success stories
Contribute to improving onboarding and customer experience processes