Customer Success Associate

We are looking for a Customer Success Associate to manage relationships with a portfolio of enterprise customers and support their success throughout the entire customer journey, from onboarding to renewal and expansion. In this role, you will prepare for and lead customer conversations, drive platform adoption, and collaborate closely with cross functional teams to deliver meaningful outcomes for clients, while receiving guidance and support from Customer Success leadership as you continue to grow in the role.

This is a hands on, client facing opportunity for someone who is organized, proactive, collaborative, and genuinely motivated by helping customers achieve their goals. As you will be working with enterprise and bilingual accounts, full professional fluency in both English and French is required.

 

Your Responsibilities Will Include:

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  • Collaborate to Define Success: Partner with enterprise-level customers to establish clear objectives, milestones, and metrics aligned with their goals, ensuring shared accountability for achieving meaningful outcomes.
  
  
  • Operate with a "One Team" Mentality: Champion internal collaboration and alignment to drive exceptional results for your customers. Work closely with ESG Implementation, ESG Adoption Services, Product, and other teams to ensure we operate in lockstep and deliver the best possible outcomes.
  
  
  • Build Strategic Relationships: Develop trusted relationships with customer stakeholders while learning how to navigate complex enterprise organizations and support multi-threading across accounts.
  
  
  • Drive Platform Engagement: Support initiatives that expand platform adoption and deepen customer satisfaction through training, enablement sessions, and customer outreach.
  
  
  • Lead Commercial Outcomes: Own all renewal and expansion efforts, focusing on delivering meaningful customer value. Ensure renewals are secured ahead of deadlines and captured in the CRM. Proactively lead renewal conversations, identify opportunities to enhance customer value, and manage expansion efforts end-to-end, with support from CS leadership as needed.
  
  
  • Manage Projects with Precision: Oversee customer projects from start to finish, including scope, deliverables, timelines, and communication. Anticipate challenges and coordinate cross-functional solutions to ensure success.
  
  
  • Showcase Impact: Highlight and share customer success stories that demonstrate the tangible value Novisto brings to their businesses, ensuring these stories are celebrated both externally and internally.
  
  

What we are looking for:

• 1-2 years of relevant work experience in Customer Success or Account Management teams


• Deep caring about customers and a natural ability to empathize with and advocate for them


• Passion for the ESG industry


• Strong communication and presentation skills in English and French ( bilingualism required )


• Ability to independently prioritize work and autonomously manage a large workload


• Track record of demonstrated excellence in your work


• Structured and analytical approach to any work plan


• Entrepreneurial approach to testing hypotheses and quickly iterating on ideas


• Startup, software development industry, and/or SaaS experience (Preferred)
  

What we offer:

• Join an early-stage, well-financed company


• Advance Novisto’s purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software


• Contribute your knowledge and insights to increase awareness and knowledge of sustainability


• Generous health benefits (100% Insurance coverage & access to Dialogue's telemedicine app)


• Flexible schedules & opportunity to work remotely


• 4 weeks of vacation


• Stock option plan


• If you prefer to work at the office, we have a beautiful office in Old Montreal, close to downtown and steps away from a metro (subway) station