Job Title: Client Success Specialist
Location: Hybrid (Toronto)/Remote
Employment Type: Full-time
Salary: $55,000 - $70,000
Website: Vaultie | Digital Trust Solutions

About Us:
Vaultie helps lawyers, banks, and governments build trust. Our solutions make it easy to verify identities and documents, from KYC checks to confirming authenticity. We support verification for over 14,000 types of government photo IDs across 251 countries and territories. As a small but growing team, we thrive on collaboration and innovation.

We're seeking an energetic, tech-savvy Client Success Specialist who can simplify complex concepts and create exceptional experiences for our clients and their customers. This role offers the chance to work closely with clients and our front-end team to shape better solutions and grow your career.

Job Description:

• Customer Interaction: Engage with clients to understand their needs and how they use our products. Provide actionable feedback to the development team for building client-focused features.
• Front-line Support: Serve as the first point of contact for customer issues. Address and resolve concerns where possible, or escalate to the appropriate team member to ensure satisfaction and product improvement.
• User Story Creation: Translate client suggestions into clear, concise user stories to guide the development team in implementing enhancements.

Qualities We’re Looking For:

• Self-starter with a results-driven mindset who thrives in fast-paced environments.
• Proven success in B2B or B2B2C client success, ideally in SaaS, fintech, or technology sectors.
• Exceptional communication and presentation skills.
• Strong ability to align client needs with Vaultie’s solutions.

Software Skills:

• Must-have: Experience with live customer support tools (e.g., Intercom).
• Nice-to-have: Familiarity with Hubspot, Stripe, Google Sheets/Excel, Jira.

Responsibilities:

• Gain and maintain in-depth knowledge of our product features.
• Respond to client inquiries (via live chat and email) within one minute when possible.
• Triage and escalate complex issues to relevant team members.
• Monitor and assist with account renewals.
• Guide new clients through onboarding and setup.
• Collect and share client feedback with the product team.
• Keep training materials and guides up-to-date with product and tech changes.
• Build and nurture client relationships, maintaining detailed interaction records.

Bonus Skills (Nice-to-Haves):

• Bilingual in English/French/Chinese.
• Background in KYC processes.
• Experience building or managing CRM systems.

Perks:

• Be part of a close-knit team achieving big things, fast.
• Downtown Toronto office space available.
• Comprehensive benefits package.
• Opportunities for growth and advancement within the company.

Compensation & Benefits:
Total compensation includes:

• Annual performance bonus or incentive compensation (as applicable).
• Equity options.
• Comprehensive medical, dental, and vision coverage.