Customer Success Coordinator

We are hiring two Customer Success Coordinators to support our growing team. While both roles share core responsibilities, one position will have a specialized focus on Incentives & Operations, supporting participant incentive programs and operational workflows in addition to core Customer Success responsibilities.

This position is ideal for someone early in their career who is highly organized, technically curious and eager to build hands‑on experience across customer success, operations and incentives management in a fast‑growing tech environment.

Reporting to the Director of Customer Success, you’ll play a critical role in ensuring our clients and research participants have a seamless, positive experience - from incentive fulfillment to day‑to‑day project support - while occasionally stepping in to provide tech support coverage when needed. This is an entry‑level role designed for someone at the beginning of their career who is excited to learn, take ownership and grow over time.

When you join Rival Group, you’re not just accelerating your career—you’re also helping shape the future of customer insights and market research.

We’re a forward‑thinking, results‑driven organization obsessed with helping innovative brands get closer to their customers in a way that feels fresh, organic, and fun. Rival Technologies, the tech arm of our business, is the world’s best conversational research platform and one of Vancouver’s fastest‑growing tech companies. 🚀 Reach3 Insights, our consulting side, is an award‑winning 🏆 market research agency with offices in Chicago, Toronto, and Vancouver.

Together, we’re helping brands like Coca‑Cola, Kellogg’s, Dell Technologies, REVOLT TV, and Roblox get better insights they can use to deliver better products, create more impactful marketing campaigns, and improve the end‑to‑end customer experience.

Our customers LOVE our tech and services. We’re growing fast—and we’re inviting great people to join us on the ride 🎢

If making measurable, immediate impact while having fun sounds like your jam, then we invite you to apply! 👇

• Assist customers with their projects and overall day‑to‑day relationship, driving product adoption, satisfaction, retention, and renewals for subscription accounts
• Build and maintain trusted advisor relationships with customers, creating strong champions who value and advocate for our platform
• Support customers in successfully leveraging our platform to achieve their desired outcomes
• Identify opportunities for ad hoc clients to develop into subscription accounts
• Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution
• Use data and reporting to identify “at‑risk” accounts and support proactive outreach

Additional Support

• Support Customer Success Managers with project setup, coordination, and execution
• Monitor projects and accounts to identify risks and opportunities
• Occasionally join client calls to support delivery and gain client‑facing experience
• Provide infrequent backup coverage for tech support (training provided)
• This coverage is infrequent (typically a few weeks per year in total) and supported by training. Over time, your familiarity with our platform through customer success and incentives work will make this coverage straightforward.

Incentives & Operations Focused

• Own end‑to‑end execution of participant incentive programs
• Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking
• Fulfill digital gift cards, points‑based rewards, and ad‑hoc incentives with strong attention to detail
• Manage the incentives support inbox and resolve participant inquiries
• Track incentive retainers and provide balance updates to Customer Success Managers
• Build and improve incentive processes, templates, and workflows

• 0-2 years of Customer Success or a related customer‑focused role
• Excellent written and verbal communication skills
• Strong customer‑first mindset with a passion for delivering exceptional experiences
• Ability to remain composed, organized, and solution‑focused in fast‑paced or high‑pressure situations
• Adaptable communication style with the ability to tailor…