Customer Success Representative

About Alert Labs

At Alert Labs, we are passionate about saving water, protecting our customers' properties from damage, and improving the operations of our customers' facilities. Alert Labs builds affordable, simple-to-deploy sensor networks that protect homes and businesses from water damage while helping cities, school boards, restaurants, and insurance companies operate more efficiently. We bring the benefits of IoT to customers of all technical levels. If you share our belief that simple, elegant technology can transform the way properties and businesses are managed, we want to hear from you.

Did you know? By analyzing water data gathered by our easy-to-use sensors, as of May 2024, Alert Labs saved over 9 billion gallons of wastewater and stopped over 207 million pounds of CO2e from entering the atmosphere.

Due to ongoing growth, we have an open position for a Customer Service Representative.

About the role

As a Customer Success Representative, you own the post-sale experience for our largest clients. Your job isn't to react to problems, it's to make sure customers never have them. You'll guide new customers through onboarding, monitor the health of their account, identify expansion opportunities, and serve as the bridge between customers, installers, sales, and our product team.

What you'll do

Onboard and train new customers

• Provide onboarding and after-sales support to ensure our customers’ solutions are set up in the best way to support their unique business needs.

• Track deployment progress and coordinate with third-party installers to meet contractual timelines, cost expectations, and quality standards.

• Champion installation services. Create and refine internal procedures to scale installation coordination as business grows.

• Work cross-functionally with Sales, Operations, Finance, and Customer Support to keep communication seamless across the full customer lifecycle.

Ongoing support and product expert

• Act as the point of contact for key accounts through chat, email, and telephone.

• Continually educate customers about our products, services, new features, and related utilities to empower them to make decisions based on the information that we provide.

• Create presentations to visually and verbally interpret data in a meaningful way.

• Partner with Customer Support on escalations own the resolution, not just the handoff.

• Identify and monitor KPIs to ensure customer satisfaction. Report on the performance of our customers and overall sensor fleet.

• Potential chat/on call time

Be the voice of the customer internally

• Capture and communicate customer feedback, feature gaps, and sensor fleet health data to the product and engineering teams.

• Be a champion for our customers to keep them engaged and happy; show customers professional love and respect.

Retention and expansion

• Build customer loyalty, satisfaction, and to nurture deeper product adoption.

• Identify upsell and expansion opportunities and hand them off to sales with clear context.

• Monitor account health and intervene proactively don't wait for customers to raise issues.

• Prepare and lead business reviews that connect Alert Labs data to measurable customer outcomes (e.g. leak reduction, water savings, insurance cost).

What we're looking for

Required

• 3–5 years in account management, customer success, or inside sales: in a B2B environment with measurable retention or satisfaction targets.

• Proactive mindset: you anticipate customer needs and act before problems escalate you don't wait for the support ticket.

• Data fluency: you can interpret usage data and sensor analytics and translate it into plain language customers understand.

• Clear communicator: strong written and verbal skills; able to run a QBR and represent customer feedback in an internal product review.

• Relationship builder: customers trust you; you earn that trust through knowledge and follow-through, not just warmth.

Bonus

• Background in insurance, restoration, plumbing, or property management.

• Experience managing third-party vendor or installer relationships.

• Familiarity with Salesforce, Intercom, NetSuite, or Microsoft 365.

Why Work for Us?

• Base Wage - $55,000 - $65,000

• Benefits package effective first day of work

• Paid time off – 20 vacation days!

• Matching RRSP program

• Supportive and inclusive team environment

• LOTS of company events!

How to apply

To apply, send us:

• Your resume, and

• A brief note (3–5 sentences) describing a time you turned a struggling customer relationship into a success, what did you do, and how did you measure it?

We use the short-written explanation as the first step in our recruitment process. There's no trick to it; we want to see how you think and communicate before we get on a call.

Send your resume & brief note to: ***email_hidden***

Our Commitment to Inclusion

Alert Labs is committed to fostering an inclusive, accessible, and equitable workplace where every individual feels valued and supported. We welcome applicants from all backgrounds and experiences, and we believe that diverse perspectives strengthen our team and our impact. If you require accommodation during any stage of the application or employment process due to a disability (visible or invisible, temporary or permanent), please let us know we are committed to providing the support you need.