Customer Success Associate

Location: Montreal (Hybrid) or Ontario (Remote) Area

Who We Are:

Salesfloor’s mission is to revolutionize the retail sales and service experience by combining human connection with the power of AI. Our award-winning virtual selling platform provides associates an app they use to personalize communication with shoppers both in-store and online using a mix of live chat, video calling, e-mail, SMS and social channels. Using Salesfloor, associates help shoppers find the right products, get promotions, check inventory, and more, ultimately delivering the world’s best omnichannel retail experience. 

What You’ll Be Doing: Reporting to the Director of Customer Success, you’ll play a key supporting role in strengthening client relationships - helping to keep projects organized, tracking deliverables, and ensuring clients see value at every stage.

This is a role for someone who thrives on initiative, enjoys problem-solving, and is eager to contribute to building strong, lasting partnerships. You’ll be actively involved with both types of clients; onboarding and implementing new clients and assisting with renewals and growth opportunities for existing clients. 

Key Responsibilities:

• Keep client projects on track by centralizing and organizing all information, assets, and tasks
• Manage and update client-facing knowledge bases and manuals
• Support the Customer Success Director with data summaries and insights for QBRs
• Monitor KPIs and client satisfaction metrics to drive improvements
• Partner with cross-functional teams to ensure high-quality support and smooth client experiences
• Collaborate with Product to surface feedback and help shape product enhancements
• Work with Marketing and Communications to engage clients and prospects with platform updates
• Dive into the full customer lifecycle - contributing to onboarding, upsell, and renewal opportunities
• Tackle client issues with curiosity and a problem-solving mindset, collaborating with Development and Product teams where needed

What We’re Looking For

• Eagerness to own the role and responsibilities
• Strong organizational skills with the ability to juggle multiple priorities at once
• Excellent communication skills (written and verbal) and a natural relationship-builder
• Preparedness; assisting CSMs and the Director of Customer Success with meeting prep and task prioritization
• Proactive problem solving, seeing weaknesses (with the client or internally) and attacking them before they get worse
• Comfortable working across teams and open mindedness when assisting with related tasks (Product, Training, Ops) to get things done
• Tech-savvy with the ability to quickly learn and adopt new platforms
• Nice to have: 1–3 years of experience in Retail, Customer Service, Customer Success, Account Management, or another client-facing role in SaaS/tech (not required - if you’re motivated and eager to learn, we’re open to you!)

Life at Salesfloor:

• You will be joining a growing team with headquarters based in Montreal and New York City - offering a hybrid work policy
• Health care and dental coverage for all full time employees (CanadaLife)
• Generous compensation and bonus.
• As a rare profitable startup, Salesfloor offers the speed, impact and excitement of startup culture while also offering the stability and lessened risk of a larger public company
• Founders and leadership team have a proven track record for successful start-ups and previous exits that have put proceeds into the hands of employees