Job description
As a Customer Success Associate, you’ll take on a dynamic role that bridges customer success and frontline support. You’ll own and manage a portfolio of customer accounts—building relationships, driving engagement, and helping clients realize the full value of our Navigator platform. In parallel, you’ll be a key player in our customer support workflow, helping triage incoming requests and ensuring timely, effective resolutions with a customer-first approach. This is a unique opportunity for someone looking to grow into a Customer Success Management role while honing their skills in customer engagement, problem-solving, and process improvement.
What you do as the CSA at Liferaft
Customer Success Management:
- Drive Platform Usage: Create and execute action-oriented customer introduction, training, and adoption plans to maximize the use of the Navigator platform.
- Success Planning: Collaborate with customers to define clear business outcomes and build success plans with objectives, stakeholders, milestones, risks, and metrics.
- Relationship Building: Establish and maintain strong relationships with account stakeholders to support new opportunities and secure their advocacy for LifeRaft.
- Revenue Management: Utilize support from the Revenue Team to manage a designated book of business, identifying renewal and expansion opportunities.
- Monitoring Trends: Analyze usage trends and health scores to uncover renewal risks and drive end-user engagement.
- Performance Measurement: Measure and report on customers’ achievement of critical performance indicators to both internal stakeholders and external customer sponsors.
Customer Support:
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.
1-2 years of experience in a Customer Success, Customer Support or related role.
Strong relationship management skills and a passion for customer advocacy.
Familiarity with CRM tools (e.g., Salesforce, Catalyst) and customer support software.
Excellent communication skills, both verbal and written, with a professional demeanor.
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?
We pride ourselves on our innovative spirit and determination to help solve new challenges developed by the complexities of open source data. Liferaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you’ve probably referenced today! Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe – making a real impact in the world we all live in.
The diversity of our team is integral to our success. We are a team of passionate and supportive individuals and pride ourselves in fostering a collaborative, innovative, and fun culture.
We offer our team:
- Competitive compensation plan & benefits
- Flexible PTO – Take a minimum of 15 days/year with no cap beyond
- Remote-first workplace with optional access to office space and flexible working hours.
- Investment in personal and professional growth
- $750 Yearly Lifestyle Subsidy
- Cell phone reimbursement
- Company-sponsored social events and team-building activities
- 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.
