Customer Success Associate

About Liferaft

Liferaft builds software that helps organizations find, understand, and act on potential risks from publicly available information. Our clients include corporate security teams around the world, including some of the world’s leading organizations. We’re a remote-first company committed to building a high-performing, values-driven team that operates with clarity, discipline, accountability, and care.

Liferaft was recently acquired by global security company Securitas, expanding our ability to deliver intelligence-led security at scale. Together, our technology and security solutions help these organizations protect their people, assets, and operations, making a meaningful impact in the world we live in.

About the Role

As a Customer Success Associate (CSA), you’ll play a key role in helping our customers achieve value from the Liferaft platform while supporting long-term retention and growth. The CSA role combines account management, renewal support, and frontline customer engagement. You will serve as a trusted point of contact for customers, helping them navigate questions, maximize platform value, and achieve their business objectives. 

This role is open to candidates based in Canada within the Eastern or Atlantic time zones, with a strong preference for Halifax-based applicants, given the concentration of the Customer Success team and occasional in person work and events in our Halifax, NS office. It is an excellent opportunity for someone who is passionate about customer relationships, enjoys problem-solving, and is looking to build a career in Customer Success Management.

What you do as the CSA at Liferaft

Customer Success Management:

• Relationship Building: Manage a portfolio of customer accounts, building trusted relationships and driving customer engagement.
• Drive Platform Usage: Develop and execute onboarding, training, adoption, and success plans that align platform capabilities to customer goals.
• Monitoring Trends: Monitor account health, platform usage, and engagement trends to identify opportunities and mitigate risks.
• Team Planning : Partner with Customer Success Managers on strategic accounts, customer initiatives, and account planning activities.
• Revenue Management:  Support and manage Tier 3 account renewals, including renewal readiness, stakeholder engagement, risk identification, and forecasting activities.
• Success Planning: Identify opportunities for account growth and expansion and collaborate with Revenue and Customer Success teams as appropriate.
• Performance Measurement: Measure and communicate customer outcomes and value realization to both customer stakeholders and internal teams.

Customer Support & Customer Experience:

• Client Education: Advise and educate clients on technical and support questions, ensuring timely and empathetic resolution of issues.
• Issue Resolution: Investigate customer complaints, troubleshoot reported issues, and escalate complex problems to relevant departments.
• Relationship Management: Develop and maintain excellent relationships with clients, ensuring service level agreements are met and exceeded.
• Feedback Collection: Gather customer feedback to communicate internally for continuous product improvements and feature enhancements.
• Knowledge Management: Collaborate with cross-functional teams to maintain a comprehensive knowledge base and develop support documentation.

What You Need to Get the Job Done

• 1-3 years of experience in Customer Success, Account Management, Customer Support, or a related customer-facing role.
• Strong relationship management skills and a passion for customer advocacy.
• Experience working with customer-facing platforms such as Salesforce, Gong, Gainsight, Catalyst, Zendesk, or similar tools considered an asset.
• Excellent written and verbal communication skills with the ability to engage professionally with stakeholders at all levels.
• Proven problem-solving skills with a proactive approach to challenges..
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Why Liferaft?

At Liferaft, we believe that our people are our greatest asset. We’re a collaborative, supportive team that values fresh thinking and works together to build and improve how we operate. Because of that, we put real focus on making sure our total rewards reflect the value our team brings, with ongoing reviews to keep them competitive, fair, and meaningful as the market and our company evolve.

We offer our team:

• Competitive compensation plan 
• Flexible PTO – Our team is encouraged to take a minimum of 15 days/year with no cap beyond
• Hybrid workplace with flexible working hours
• Health & Dental Benefits (Medavie Blue Cross)
• 80% employer paid benefits
• Orthodontic coverage for minor dependents 
• Comprehensive mental health coverage, up to $3,000 per year, available for employees and dependents
• Free access to EAP, Greenshield and a variety of physical and mental health services via wellness platform
• $750 Yearly Lifestyle Subsidy
• Monthly cell phone reimbursement
• Monthly parking reimbursement
• Company-sponsored social events and team-building activities
• Strong culture of employee recognition
• Monthly peer-nominated “Cheers” awards with gift card draws
• Quarterly Performance Awards recognizing exceptional impact, collaboration, and innovation
• Diversity, Equity & Inclusion Committee
• Authentic, engaged team, who value work life balance

We're building a company future generations can be proud of. Diversity at Liferaft means fostering a workplace in which individual differences are recognized, appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths. We welcome all qualified applicants regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, or any other protected characteristic.

This hiring process may use AI-supported tools to assist with application screening and evaluation.