Customer Success Representative

The Opportunity

We’re looking for a part‑time Customer Success Representative to support our Customer Success and Sales teams. This is a no‑experience‑required role designed for a student who is curious about SaaS, customer relationships, and how customer‑facing teams collaborate to support customers.

You’ll learn by doing – supporting customer communications, helping with renewals and account organization, and partnering with experienced Account Executives, Sales Engineers, and Technical Support. You’ll be coached closely and given increasing responsibility over time.

• Part‑time (24 hours per week)
• Hybrid position
• Flexible hours to accommodate a student schedule
• Ideally available to work from our downtown office for a half day (morning or afternoon) on Mondays
• Part‑time to start, with the potential to grow into a full‑time role over time

• Support the full customer lifecycle for a portfolio of accounts, including direct and partner‑led customers
• Partner with Sales and channel partners to support renewals, upsell, cross‑sell, and expansion opportunities
• Support building and executing customer relationships and growth plans aligned with customer goals and partner strategies
• Contribute to key commercial metrics, including Renewal Rate, Expansion ARR, and Gross Revenue Retention (GRR)

• Build strong relationships with key customer decision‑makers and partner stakeholders
• Clearly connect Userful’s value to customer business outcomes across direct and channel engagements
• Support and help facilitate QBRs / EBRs with customers and partners to demonstrate ROI and identify growth opportunities
• Proactively flag risks and support retention strategies, coordinating closely with partners when applicable
• Proactively monitor web‑wide signals and customer intelligence (e.g., news, hiring, expansion plans, M&A, technology initiatives) to identify potential expansion opportunities, and flag insights to the CS and Sales teams as analytical support

• Act as the Voice of the Customer and Voice of the Partner
• Partner closely with Sales, Channel Partners, Product, Support, and Implementation teams
• Coordinate internal and partner resources to drive outcomes for high‑value or complex accounts

• Currently enrolled in a post‑secondary program (Marketing, Business, Communications, or related field)
• No prior Customer Success or SaaS experience required – we’ll train you
• Strong written and verbal communication skills in English
• Organized, detail‑oriented, and comfortable juggling multiple tasks
• Curious, coachable, and eager to learn how renewals, expansion, and account growth work in SaaS
• Comfortable using Google Suite and collaboration software

• Interest in Customer Success, Account Management, Sales, or Pre‑Sales as a future career path
• Familiarity with CRM tools (e.g., Hub Spot) or willingness to learn