Customer Success Representative

We're looking for a part-time Customer Success Representative to support our Customer Success and Sales teams.  This is a no-experience-required role designed for a student who is curious about SaaS, customer relationships, and how customer-facing teams collaborate to support customers.  

You'll learn by doing - supporting customer communications, helping with renewals and account organization, and partnering with experienced Account Executives, Sales Engineers, and Technical Support.  You'll be coached closely and given increasing responsibility over time. 

Role Details

This role is ideal for a student studying Marketing, Business, Communications, or a related field who wants hands-on experience in a B2B / SaaS environment.  

• Part-time (24 hours per week)

• Hybrid position

• Flexible hours to accommodate a student schedule

• Ideally available to work from our downtown office for a half day (morning or afternoon) on Mondays

• Part-time to start, with the potential to grow into a full-time role over time.  

How You'll Make an Impact

• Support the full customer lifecycle for a portfolio of accounts, including direct and partner-led customers

• Partner with Sales and channel partners to support renewals, upsell, cross-sell, and expansion opportunities

• Support building and executing customer relationships and growth plans aligned with customer goals and partner strategies

• Contribute to key commercial metrics, including Renewal Rate, Expansion ARR, and Gross Revenue Retention (GRR)

• Build strong relationships with key customer decision-makers and partner stakeholders

• Clearly connect Userful's value to customer business outcomes across direct and channel engagements

• Support and help facilitate QBRs / EBRs with customers and partners to demonstrate ROI and identify growth opportunities

• Proactively flag risks and support retention strategies, coordinating closely with partners when applicable

• Proactively monitor web-wide signals and customer intelligence (e.g., news, hiring, expansion plans, M&A, technology initiatives) to identify potential expansion opportunities, and flag insights to the CS and Sales teams as analytical support.

• Act as the Voice of the Customer and Voice of the Partner

• Partner closely with Sales, Channel Partners, Product, Support, and Implementation teams

• Coordinate internal and partner resources to drive outcomes for high-value or complex accounts

• Currently enrolled in a post-secondary program (Marketing, Business, Communications, or related field)

• No prior Customer Success or SaaS experience required - we'll train you

• Strong written and verbal communication skills in English

• Organized, detail-oriented, and comfortable juggling multiple tasks

• Curious, coachable, and eager to learn how renewals, expansion, and account growth work in SaaS

• Comfortable using Google Suite and collaboration software 

• Interest in Customer Success, Account Management, Sales, or Pre-Sales as a future career path

• Familiarity with CRM tools (e.g., HubSpot) or willingness to learn