Customer Success Executive
3 days ago
Role: Customer Success Advocate (CSA)
We are seeking an individual who is eager to begin their journey in customer success. As a Customer Success Advocate, you'll play a critical role in guiding our clients through their journey with TimeSmart.AI and help define the future of work at top healthcare institutions. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted subject matter expert, deeply integrating TimeSmart into their business processes and workflows.
The ideal candidate will be able to follow our internal process we have in place as well as instructions set by our customers. You will have a strong sense of empathy, and you care about people as much as you care about getting your work done. You also have a natural fluidity and thoughtfulness to your written and verbal communication.
You will be part of a global team, reporting to the Director of Customer Success. This is a great opportunity if you care genuinely and passionately about customer support and the role it plays in making a customer-centric team successful. There is great growth potential within the role, with opportunities to progress into specialist roles within the company.
In this full-time role, you will work standard hours from Monday to Friday in a primarily Remote schedule, but there is typically an expectation of some in-office presence at our Kitchener-Waterloo location on a monthly basis.
What You'll Do:
● Serve as the primary point of contact for high-touch healthcare clients, ensuring they receive white-glove ongoing support.
● Respond to tickets and emails promptly with empathy, clarity, and technical accuracy.
● Provide timely resolutions with a focus on balancing customer satisfaction and company policies.
● Troubleshoot, escalate, and resolve customer issues related to TimeSmart.AI configurations, integrations, and performance.
● Train and advocate self-serve as you meet with and enable end users to adopt TimeSmart.AI on a daily basis as it becomes a "must have" product.
● Fine-tune and optimize SOPs based on client feedback, use cases, and edge scenarios.
● Work closely with product and engineering to advocate for innovative solutions to proactively address customer pain points and minimize escalations.
● Help customers understand best practices for product use in their workflows and promote feature adoption.
● Create and maintain internal playbooks, help articles, and solution templates for recurring inquiries or use cases.
● Analyze trends in customer feedback to suggest product or training improvements.
What We're Looking For:
● 1+ years in a Customer Success, Technical Support, or Implementation role (ideally in a SaaS, AI, or startup environment).
● Comfort creating help videos, Looms, or live walkthroughs.
● Strong understanding of AI concepts or experience working with SaaS solutions.
● Comfort with healthcare tech operations or the ability to quickly learn the domain.
● Excellent communicator: able to simplify technical explanations for non-technical users.
● Skilled in managing multiple clients with a customer-first mindset.
● Familiarity with tools like Jira, Slack, Google Workspace, or other CX platforms.
● Self-directed, organised, and able to thrive in a fast-paced, evolving environment.
Job Type: Full-time
Pay: ₹24, ₹28,000.00 per month
Benefits:
- Work from home
Work Location: Remote
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