Customer Success Specialist

About the Role: Lumerate is a Toronto-based SaaS company that builds game-changing technology to help sales teams accelerate revenue growth. We are searching for a Customer Success Specialist to handle inbound customer queries, manage renewal reminders, and deploy targeted email campaigns aimed at engagement and retention.

What You'll Do

• Respond promptly and effectively to customer emails via designated support channels.
• Manage the timely distribution of renewal reminders to customers.
• Deploy targeted email campaigns and maintain accurate customer records in the CRM system (Salesforce).
• Identify and escalate complex issues or customer concerns to appropriate internal teams.

What You Bring

• 1-2 years of experience in a customer service, support, or other customer-facing role.
• Familiarity with the SaaS industry and hands-on experience using Salesforce or a comparable CRM system.
• Tech-savvy with the ability to troubleshoot basic technical problems (like login issues).
• Excellent communication and time management skills to handle varying workloads and priorities.
• Bonus: Graduation from a university or college program with a Life Science focus is preferred.

Benefits

• Base salary between $65,000 - $80,000 CAD per year, calibrated to experience.
• Equity options (employee options make up 20% of the company value), plus basic and extended health/dental benefits.
• Three weeks paid vacation plus paid statutory holidays and topped-up parental leave.
• $1000 annual stipend for courses and classes, plus a remote or hybrid home office stipend.
• Fully remote work flexibility within Canada or hybrid options in the Greater Toronto Area.