Customer Success Associate
Customer Success Associate
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Job Description
Customer Success Associate
Who we are:
Creyos (formerly Cambridge Brain Sciences) is a leading growthstage B2B SaaS HealthTech company. Our proprietary brain health tools including digital cognitive assessments and mental health questionnaires are used by healthcare practitioners treating mental health conditions brain injuries aging and other patient populations throughout the world as well as by leading researchers. To learn more about our organization please visit .
You will be part of a team that includes not just your typical SaaS business functions (Sales Marketing Customer Success) but also engineers psychologists business leaders and even a worldrenowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest enthusiastic hard working and dedicated people that youll ever meet (at least that weve ever met!).
Who we are looking for:
At Creyos we understand that solving big challenges demands unwavering resilience and determination. We dont stop until we achieve our goals. People who thrive at Creyos are driven curious hardworking and enthusiastic about scaling a companyalong with having a good sense of humor. If this resonates with you wed love to hear from you!
Please note that this is a hybrid opportunity based in Toronto ON.
What you will be doing:
The Customer Success Associate is responsible for driving retention customer renewals and upsell activity as well as ensuring client satisfaction throughout the customer lifecycle. This role is pivotal within the organization and you will be directly responsible for key business metrics such as contract utilization customer retention and net promoter score. The ideal candidate is passionate about delivering exceptional support building strong customer relationships and ensuring clients see ongoing valueleading to high satisfaction retention and account stability.
As a Customer Success Associate at Creyos you will be responsible for:
- Driving the overall renewal process as customers reach the end of their yearly contract termsas part of this process you will be responsible for planning and conducting renewal conversations with customers with the goal of increasing customer and revenue retention rates while identifying atrisk accounts and determining a strategy to rectify
- Working with health care professionals and their operations staff to quickly and efficiently onboard and implement Creyos into their practices with minimal administrative burden
- Managing the customer lifecycle and identifying atrisk accounts that are exhibiting lowerthananticipated usage levels and executing reactivation plans to increase stickiness
- Acting as the voice of the customer and ensuring their needs are met by working with necessary crossfunctional groups (e.g. Product teams) to swiftly and efficiently resolve any technical or logistical problems that customers may be experiencing
- Assuming ownership over product education initiatives such as running webinars for new features drafting FAQs and HowTo articles or executing other tactics that help maximize the value customers derive from Creyos
- Consistently measuring and optimizing the impact of your work through client feedback engagement data and key success metrics defined by the team.
- Collaborate with the Support team to help resolve customer inquiries and ensure a seamless client experience stepping in as needed to troubleshoot or escalate issues.
- Build and maintain strong relationships and collaborate crossfunctionally with Sales Marketing Product Engineering and Finance teams
The skills and experience we are looking for:
- 2 years of customer success experience working in an environment where you were responsible for driving customer retention and renewals as well as customer onboarding lifecycle management and support
- Undergraduate degree or college diploma preferably in business or science
- A track record of adapting to change and contributing to a companys evolution
- Interest or background in the neurosciences and/or healthcare technology
- Hard working with exceptional communication skills
- A selfstarter with a keen interest to learn and be mentored
- Demonstrated ability to thrive in a fast paced and dynamic working environment
- Bonus: Experience working in startups and/or early to midstage companies
- Bonus: Experience working in health tech
Some of the reasons people choose to join the Creyos team include:
- Grow through our career paths leading to more senior roles. We invest in the development of our team members provide significant opportunities for growth and career advancement and do everything we can to support one another to ensure individual and team success. We regularly promote team members to more senior roles.
- Recharge during our annual companywide break and extra holidays. In addition to vacation and quarterly Personal Days every year we take a companywide break in December to rest and recharge. We also give team members two additional holidays off per year: U.S. Independence Day and U.S. Thanksgiving which we celebrate as Brain Holidays. We want you to feel motivated and energized at work!
- Get access to comprehensive benefits. We pride ourselves on offering benefits covering medical dental vision mental health wellness and more.
Additional information:
This is a hybrid (3 days in office) role at our downtown Toronto office.
Creyos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race colour religion national origin sex sexual orientation gender identity and disability or another legally protected status. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act 2005 (AODA). Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.
Required Experience:
IC
Employment Type
Full-Time
