Senior Customer Success Associate, Strategic Markets

Caribou•Toronto, ON

8d•CA$65,000 - CA$80,000•Hybrid

About The Position

The global population is aging, and the need for home care is growing each year. Unfortunately, at a time when care is needed more than ever, the home care industry is facing a crisis – a shortage of care workers. At Caribou, we're on a mission to solve the caregiver crisis. When caregivers feel valued, recognized, and financially secure, they stay longer, deliver better care, and strengthen our communities. Caribou is building the engagement infrastructure for the home care workforce and the agentic layer for home care operations. Our platform interfaces with office staff and front-line caregivers to facilitate meaningful recognition, stronger relationships, and operational efficiency. Caribou was recently recognized as one of The Globe and Mail's Top Growing Companies – #10 in technology – and we're just getting started. Join us as we transform how care organizations recognize and retain the people who make care possible. This role reports directly into the Head of Strategic Markets. We're looking for a Senior Customer Success Associate to support and eventually lead accounts within our strategic markets portfolio. Strategic Markets includes a range of customer profiles, ranging in size and complexity. Customer Success at Caribou combines consulting, project management, analytics, training, and marketing to care workers. The role is varied and the learning curve is significant. This is a fit if you're hyper-organized, a strong communicator, highly empathetic, and want to drive results in a customer-facing role. You can work independently and with a team, and you're energized by ambiguity. Experience in consulting, healthcare, account management, or customer success is a plus, but empathy and commitment to your customers matter more.

Requirements

2+ years professional work experience (customer-facing roles, managing relationships in consulting, high-growth startups, or home care/healthcare a plus)
Track record of driving results with customers and teammates
Strong problem-solver who can navigate ambiguity and find practical solutions
Excellent written and verbal communication
Highly organized with sharp attention to detail and the ability to juggle priorities
Low ego, strong work ethic, and able to learn independently
Genuinely motivated by Caribou’s mission

Nice To Haves

SaaS lifecycle knowledge
comfortable analyzing data

Responsibilities

Support Strategic Markets CSMs and the Head of Strategic Markets in servicing a portfolio of enterprise accounts
Build decks and materials, and lead standard customer calls
Onboard new customers, drive adoption, and manage change throughout implementation
Deliver product training and coaching across the customer lifecycle
Monitor usage and engagement metrics, and recommend ways customers can get more value from the product
Triage and project manage customer issues to resolution
Partner with teams across Caribou to solve customer problems and unlock value
Help build and iterate on our enterprise customer success playbook