Customer Success Manager

We’re LumiQ – an audio-first professional education platform for CPAs. We help CPAs get their continuing professional development (CPD) hours through engaging podcasts with business leaders (the CFOs of Slack, Shopify, Yelp, Yahoo!, TD Bank, and Wealthsimple just to name a few). CPD/CPE is the yearly required learning that CPAs generally dread doing. They’re tired of dealing with boring webinars, irrelevant content and product experiences that are out-of-date. That’s why they’ve flocked to LumiQ and our mission to make professional learning enjoyable. 

With hundreds of companies signed up, we’re at the precipice of launching a global movement that’s going to massively change the professional education and podcasting industries. Following our recent Series A, we’ve expanded into the US market and are seeing wonderful early signs of traction. 

Despite our lightning growth, we tend not to subscribe to the mantra of “move fast and break things.” Our goal is to build a profitable company, where our employees can learn and grow, and where customers see real value and genuinely enjoy using the product. We are building a company meant to last, and if this resonates with you, we hope you will consider joining us on our journey to transform professional education!

Reporting to our Manager, Customer Success, the Customer Success Manager will be responsible for the adoption, advocacy and retention, and growth of LumiQ customers.  The CSM will drive user engagement across the platform and ensure alignment to drive client happiness. 

• Lead and develop relationships with assigned customers, end users, and key business stakeholders to ensure the highest level of customer satisfaction, product adoption, and advocacy.
• Operate with a “Customer First” mindset by proactively soliciting and monitoring client satisfaction, product usage, and adoption to mitigate customer churn.
• Conduct customer onboarding, regular business reviews, and goal alignment with our customers to achieve stated objectives. 
• Act as the voice of the customer, collecting feedback and effectively communicating findings back to the business.
• Provide consistent and timely communication to our LumiQ customers 
• Partner with our revenue team to deliver a seamless customer experience
• Collaborate with the sales team to help identify and drive expansion opportunities
• Maintenance of all customer contact information, emails, meeting notes, and communication in Totango
• Assist with other duties and tasks as assigned  

• 2+ years relevant work experience in a customer success, account management role 
• You are experienced, passionate, and have a “Customer First” mindset
• Excellent presentation skills, in person and online
• Adaptable and flexible in a startup environment
• Experience with Salesforce or other CRM tools. 
• Ability to listen and respond to our customers with understanding and empathy
• Strong verbal and written communication skills
• Highly organized, detail-oriented, and able to multitask 

If you think your experience is most of the way there we’d still love to meet you! 

This is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 1-2 times per week.

Benefits and Perks

Nomad Policy: Work from anywhere in the world for up to 4 weeks per year.

Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.

Time Off to Recharge: Great vacation day offerings as well as uncapped sick and mental health days.

Health Benefits: Medical, dental, and health spending account.

Monthly Social Events: Connect with your colleagues during baseball games, taco bars, escape rooms, and more.

Flexibility: We don't mind if you need to run to a mid-day appointment or pick up your kid early from school.

Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.

LumiQ Clubs: Join an existing club or start your own.

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