Customer Success Specialist

NOTE:

This role is open to candidates based in Canada only.

Location:

Remote (Canada, preference for EST time zone)
Type:
Full-time

Compensation: $60-75K CAD + equity

Reporting to:
Head of Customer Success

Zero Tek is a profitable, remote only, employee‑owned B2B SaaS company that provides a Secure Identity Access and Business Management platform built specifically for MSPs and MSSPs. Trusted by service providers across North America, we deliver Okta‑integrated solutions that drive stronger security, operational efficiency, and customer trust.

Launched commercially in 2020, we've achieved strong product‑market fit and were recently recognized as one of Canada's fastest‑growing tech companies in Deloitte's 2025 Technology Fast 50™ (ranked #13 in Companies‑to‑Watch). We're now scaling into the next stage of growth with a world‑class technical implementation team, a strong foundation for customer success, and a growing partner ecosystem. This is your chance to join early and play a pivotal role in shaping the future of identity security for MSPs.

At Zero Tek, Customer Success is a core part of our offering and a key reason MSPs choose to work with us. We don’t treat CS as a cost centre or a sales quota function—it's a value‑add role focused on helping partners achieve real outcomes.

Our model emphasises thoughtful, high‑quality support over volume. Instead of rushing through interactions, we focus on clarity, responsiveness, and being genuinely helpful so partners can deploy, adopt, and grow with confidence.

We are hiring a Customer Success Specialist to support our MSP partners across onboarding, adoption, and day‑to‑day success. This is a junior role for someone who genuinely enjoys customer‑facing work—being on calls, communicating with partners, and building relationships—not just internal project work. Curiosity, responsiveness, coachability, and willingness to learn “the Zero Tek way” are essential.

You’ll be the first Customer Success Specialist at Zero Tek, working closely with our Head of Customer Success to ensure partners get value quickly, stay engaged, and have an exceptional experience with Zero Tek. This is a high‑impact role where you’ll also collaborate with Marketing, Communications, and Product, and represent the voice of the customer in shaping our product and go‑to‑market strategy.

While this role requires a basic level of technical aptitude and comfort learning new tools (Okta, IAM concepts, and our platform), it is first and foremost a relationship‑focused role. Strong communication, follow‑through, and customer‑facing presence matter more than deep technical expertise. This role is ideal for someone who enjoys ownership, thrives in a small, high‑collaboration team, and wants early‑career exposure to all aspects of Customer Success.

• Support onboarding for new MSP partners—coordinating setup tasks, preparing materials, and ensuring smooth handoff to technical teams.
• Assist in monitoring customer health signals, usage, and adoption.
• Join partner calls to take notes, follow up on action items, and ensure timely completion.
• Schedule & host partner calls throughout partner journey; e.g. for kickoff, billing training, check‑ins, etc.
• Respond to partner questions through email with clarity and professionalism.
• Maintain accurate CRM updates and internal documentation.
• Prepare Quarterly Business Review (Q ) materials, reports, and summaries for senior team members.
• Assist with gathering customer feedback and surfacing insights to CS leadership.
• Identify expansion or optimisation opportunities and flag them for improvement.

• Join a 1:1 with your manager (Head of Customer Success) to ask questions and align on priorities.
• Join an onboarding call with an MSP, take clear notes, and follow up with next steps.
• Prepare a few customer‑facing emails with an update, follow up, or initiative.
• Provide customer journey / onboarding updates in an internal meeting.
• Update Hub Spot with partner information, activity updates, or task progress.
• Collaborate with Tech Services to resolve a…