Customer Success Specialist

Lumerate

22d•$65 - $75•Hybrid

About The Position

Lumerate is growing rapidly, and we’re searching for an experienced Customer Success Specialist to join our Zymewire team for the journey! Who is Lumerate? Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We’re in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces. Our vision is to be the world's most useful and trusted source of information for professionals seeking to understand what's happening in their industry. Our mission: To deliver industry awareness to an ever-increasing number of people, in whatever way helps them to make the most informed decisions, take the most immediate action and be the most awesome at their unique jobs. All about Zymewire Zymewire, Lumerate’s first product, is an intelligence tool designed for sales professionals in the biotech and pharma service provider space to understand what is happening in their niches. Today more than 380 pharmaceutical and biotechnology service providers around the world trust Zymewire for their sales research. Our users are located in over 50 countries around the world and their companies range in size from start-ups to billion-dollar multinationals. We are well-positioned to hire a new Business Development Manager to help us extend our reach and impact even further. Zymewire, Lumerate’s first product, is an intelligence tool designed for sales professionals in the biotech and pharma service provider space to understand what is happening in their niches. Today more than 380 pharmaceutical and biotechnology service providers around the world trust Zymewire for their sales research. Our users are located in over 50 countries around the world and their companies range in size from start-ups to billion-dollar multinationals. We are well-positioned to hire a new Business Development Manager to help us extend our reach and impact even further. What the role looks like: This role requires strong time management skills to effectively handle varying workloads and priorities. It demands initiative, as you'll proactively manage tasks beyond direct inbound requests. The primary focus is on responding to and resolving inbound customer queries and issues promptly. During periods without inbound requests, you'll be responsible for completing a designated list of operational tasks.

Requirements

You are working on or building a professional social network.
You have at least 1 year of experience managing accounts in a customer service or customer success role, preferably within a software company.
You have exposure to the SaaS (Software as a Service) business model and understand the key drivers of customer retention and user adoption.
You are comfortable managing Midmarket accounts and have experience (or a strong aptitude) for executing mass campaigns to engage customers at scale.
You are comfortable learning and navigating various software applications efficiently and enjoy troubleshooting basic technical problems (like login issues) to find solutions for customers.
You possess excellent communication skills, able to convey information clearly and professionally both in writing and verbally.
You exhibit an internal locus of control, taking ownership of your work, prioritizing tasks effectively, and proactively seeking ways to contribute without constant supervision.
You are eager, quick to learn, and comfortable with ambiguity, demonstrating adaptability to new information, processes, and situations.
You have a keen eye for detail, ensuring accuracy in record-keeping and customer interactions.
You bring enthusiasm for helping customers and working collaboratively within a dynamic team.

Nice To Haves

A background in science is considered a strong asset, helping you better understand the specific challenges and workflows of our clients.

Responsibilities

Responding promptly and effectively to customer emails via designated support channels.
Guiding new customers through the onboarding process, including conducting training sessions and product walkthroughs.
Identifying and escalating complex issues or customer concerns to appropriate internal teams when necessary.
Aggregating user insights and relaying critical product feedback and feature requests.
Managing the timely distribution of renewal reminders to customers.
Deploying targeted email campaigns aimed at customer engagement, retention, and expansion.
Maintaining accurate and current customer records and interactions within the CRM system.

Benefits

Opportunity to learn how to effectively engage and nurture a large volume of small-to-midmarket accounts.
Opportunity to learn to use data to inform decisions on retention techniques and expansion strategies.
Lead webinars that showcase features and drive adoption, positioning you as a subject matter expert.
Opportunity to build a modern marketing process that scales.
Opportunity to lead and shape the growth strategy of a cutting-edge company.
Competitive salary.'
Collaborative and innovative work environment.
Work with a dynamic and collaborative team.
Professional development and career advancement opportunities.
Help shape the future of a bootstrapped and profitable Canadian tech company.
Earn yourself some equity (employee options make up 20% of the value of the company at all times).
Three weeks paid vacation + paid statutory holidays.
Be a part of a tightly-knit team with a thriving hybrid culture.
If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days per week
Upgrade your home office setup with our remote or hybrid stipend.
Join us for our annual all-company retreat (past destinations include Bermuda, Iceland, Costa Rica and Spain)!
Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes).
Take part in our Employee Giving Program (you choose the causes and the company provides the funds).
Basic and extended health and dental benefits.
Paid and topped-up maternal and parental leave.