Customer Success Representative

Fullsteam

Customer Success Representative at Silverware responsible for client retention and growth, ensuring maximum value from solutions while working remotely. Engage and collaborate with cross-functional teams for strategic success.

Posted 6/19/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$46,106 - CA$68,000 per yearWebsite

About the role

Key responsibilities & impact

Own the ongoing Silverware relationship with assigned customers and be responsible for retention, and growth of our customers by understanding their business needs and helping them succeed.
Build a trusting relationship and hold a strategic advisor position with each assigned customer and drive continued value of our products and services.
Work with customers to understand their short- and long-term goals with our products and assist where needed, also discussing future growth opportunities together.
Evaluate and identify opportunities for sales add-ons, integrations, new products and assist with facilitating implementation when required.
Advocate customer enhancements, bugs and escalations and help customers find solutions to their unique scenarios.
Inform and educate customers on new Silverware initiatives, product releases along with short- and long-term development roadmaps.
Identify and track any risks associated to your customers and make action plans to ensure all risks are mitigated in a timely manner as agreed upon by the customer.
Track customer Helpdesk Tickets and identify trends related to configuration issues, training opportunities or providing root cause analysis.
Partner with the Sales team to increase customers’ footprint and future value (up-sell and cross-sell) through product adoption and customer satisfaction.
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
Work within a Scrum environment in collaboration with our Development, Quality Assurance and Business Analysts
Be assigned as Project Manager on new products, enhancements and integrations.
Assist and provide recommendations regarding Minimum Qualifications.

Requirements

What you’ll need

3+ years relevant customer success, or account management.
Proven track record of success in a customer facing role.
Exceptional communication skills (oral, written and presentation skills).
Experience building and maintaining relationships, while working to drive engagement.
Empathetic, positive attitude with a desire to help our customers reach their goals.
Passion for technology and for being a part of a fast-growing company.
Experience working with cross-functional teams (e.g. Sales, Technical Support, Implementations)
A high level of organizational ability, accuracy and attention to detail is required.
Flexible approach, able to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic, and collaborative team player.

Benefits

Comp & perks

Medical
Extended Health and LTD plan
Dental
Vision
RRSP (with employer match)
Health Spending Account
Flexible paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

communication skillsrelationship buildingcustomer engagementempathyorganizational abilityattention to detailflexibilityself-motivationenthusiasmcollaboration