Customer Success Specialist

Reports to : Director Operations, USA

About 1Valet

• 1Valet is a Canadian technology company transforming the way people interact with
• their buildings. We develop smart building software and integrated hardware solutions
• that connect property managers, residents, and visitors—creating seamless, secure,
• and intelligent building experiences.
• We’re a growing company where every team member plays a pivotal role. Our products
• are installed in properties across North America, and we’re rapidly expanding. Join us
• as we shape the future of smart buildings.

Position Overview

• The Customer Success Specialist (Onboarding) is responsible for ensuring new
• customers successfully adopt the platform from the moment they sign up. This role
• focuses on guiding customers through the onboarding journey, helping them understand
• key features, configuring the platform to meet their needs, and ensuring they achieve
• early value quickly.
• The specialist acts as the primary point of contact for new customers during their
• onboarding phase, providing training, answering questions, and proactively identifying
• potential challenges. By building strong relationships and ensuring a smooth onboarding
• experience, this role helps drive customer satisfaction, product adoption, and long-term
• retention.
• Customer Success Specialists collaborate closely with Sales, Product, and Support
• teams to ensure customer expectations are aligned and that feedback from onboarding
• is shared to continuously improve the customer experience.

Responsibilities

• Guide new customers through the onboarding process from kickoff to successful
• platform adoption.
• Conduct onboarding calls, product walkthroughs, and training sessions
• Help customers become proficient in configuring the platform based on their
• goals and use cases.
• Act as the primary contact for onboarding-related questions and support.
• Track onboarding progress and customer engagement in CRM or customer
• success tools.
• Identify potential risks to successful adoption and proactively address them
• Collect customer feedback and share insights with Product and Customer
• Success leadership.
• Collaborate with Sales for smooth handoffs and accurate expectation setting
• Create or maintain onboarding documentation, guides, and training resources
• Manage a book of pre-existing 1VALET clients, facilitating any upselling,
• renewals, and cross-selling.
• Build sustainable relationships and trust with customer accounts through open
• and interactive communication.
• Align customer experience strategies with marketing initiatives, ensure
• customers are always informed about new product features and functionalities.

Core Skills

• Strong communication and presentation skills
• Ability to simplify complex software for non-technical users
• Customer-focused problem solving
• Organization and project management for managing multiple onboarding
• timelines
• Familiarity with SaaS platforms, CRM tools, and customer success workflows

Qualifications

• Degree or diploma in Business Administration, marketing, sales, computer
• science, or any other relevant area of study.
• 3+ years of experience in a Customer Success or Account Management role
• Experience as a property manager or in a software company operating on a
• related field (property technology, access control or security)
• Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM software

What we offer

• A culture of ownership and autonomy - you will thrive if you are a self-starter and
• enjoy a fast-paced environment
• Work with an incredible product - there is true belief across our team that we
• have the best product on the market
• Trust and flexibility - work from home and flexible schedules. We care about your
• performance, not your hours. We trust you to manage your time in a way that
• works best for you.
• Competitive compensation structure and 100% employer-paid benefits
• Extra perks: employee stock option packages, employer-paid benefits, 10-day
• holiday office shutdown each December, and support for professional growth.

Working With Us

• As a proud equal-opportunity employer, we consider all applicants for employment and
• openly encourage those who identify as members of underrepresented communities to
• apply to join our growing team. Join us, leave your mark, and let's make something
• extraordinary,