01 Jan
People Ops Collective
Old Toronto
Job Title: Client Success Specialist
Location: Hybrid (Toronto)/Remote
Employment type: Full-time
Salary: 55k-70k
Website: Vaultie | Digital Trust Solutions
About us: Vaultie helps lawyers, banks, and governments build trust. We make it easy to verify identities and documents, from KYC checks to confirming what's real. We can verify more than 14,000 types of government photo IDs from 251 countries and territories. We’re a small but growing team that thrives on our ability to collaborate with each other.
We're seeking a Client Success Specialist to join our team and work with clients and the front-end team to create better experiences for our clients and their customers. This is a perfect role for someone who is energetic, likes tech,
and can explain difficult concepts to people.
As a Client Success Specialist at Vaultie, you will play a key role in driving business growth by building relationships with existing and prospective clients, and delivering tailored solutions that align with their needs. You will work closely with our sales and product teams to ensure exceptional client experiences and sustainable revenue growth.
Job Description:
- Customer Interaction: Talk to customers to learn what they need and how they use our products. Share this feedback with our development team to help them build features that customers will find useful and easy to use.
- Front-line support: Handle customer support by being the first person to review and understand customer problems. Fix issues when possible, or direct them to the right team member, to keep customers happy and help improve our product.
- User Story Creation: Turn customer suggestions and needs into simple, clear descriptions that help our development team understand what to build and improve.
Qualities:
- Self-starter with a results-driven mindset and the ability to thrive in a fast-paced environment.
- Proven track record of success in B2B & B2B2C client success, ideally in SaaS, fintech, or technology sectors.
- Exceptional communication and presentation skill.
- Strong ability to understand client needs and map them to Vaultie’s solutions.
Software skills:
- Must have: Experience with live customer support software, ideally with Intercom.
- Nice to have: Hubspot, Stripe, Google sheets/excel, Jira.
Tasks and responsibilities:
- Keep detailed knowledge of our product features and how to use them.
- Be the first point of contact for all clients (businesses and end-users) through live chat and email support, responding within one minute whenever possible.
- Forward complex support issues to appropriate team members when needed.
- Monitor and assist with account renewals daily.
- Guide new clients through the setup process.
- Share customer feedback and issues with our product team.
- Keep training and setup guides current with product changes as well as changes in relevant tech (iOS, Android UI updates)
- Build and maintain strong client relationships, including keeping detailed records of all client interactions.
Bonus skills/Nice to haves:
- Bilingual English/French/Chinese
- Background/knowledge in KYC
- Building CRM
Perks:
- Be part of a tight-knit team that's doing big things, quickly.
- Office space in Downtown Toronto.
- Benefits package.
- Opportunity to grow into larger roles in the company.
The total compensation for this role may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits.
How to apply:
Please apply via LinkedIn, or via email [email protected]
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