Customer Success Associate

About Liferaft

Liferaft develops software that enables organizations to identify, interpret, and respond to risks surfaced from public information. Its customer base includes corporate security teams across the globe, including several leading international organizations. The company operates remotely first and focuses on building a strong, values-led team grounded in clarity, discipline, accountability, and care.

Liferaft has been acquired by Securitas, a global security company, which broadens its ability to deliver security intelligence at scale. Together, their technology and security services support organizations in protecting people, assets, and operations.

About the Role

The Customer Success Associate (CSA) is responsible for helping customers realize value from the Liferaft platform while contributing to retention and expansion. The position blends account management, renewal assistance, and direct customer support. In this role, you will be a dependable contact for customers, helping them resolve questions, get more value from the platform, and move toward their business goals.

This opportunity is open to candidates in Canada who are located in the Eastern or Atlantic time zones, with a strong preference for applicants based in Halifax. That preference reflects the concentration of the Customer Success team and the need for occasional in-person work and events at the Halifax, Nova Scotia office.

Customer Success Management

• Maintain and grow a portfolio of customer accounts while building dependable relationships and encouraging active engagement.
• Create and carry out onboarding, training, adoption, and success plans that connect platform capabilities to each customer’s goals.
• Track account health, product usage, and engagement patterns to surface opportunities and reduce risk.
• Work alongside Customer Success Managers on strategic accounts, customer initiatives, and account planning.
• Support Tier 3 renewals, including renewal preparation, stakeholder coordination, risk tracking, and forecasting.
• Identify expansion opportunities and partner with Revenue and Customer Success teams where needed.
• Measure customer outcomes and clearly communicate realized value to customers and internal stakeholders.

Customer Support and Customer Experience

• Guide customers through technical and support-related questions with prompt and empathetic responses.
• Look into customer complaints, diagnose reported issues, and route complex matters to the appropriate teams.
• Build strong client relationships while helping ensure service commitments are consistently met or exceeded.
• Collect customer feedback and share insights internally to support product improvement and feature development.
• Collaborate across teams to keep the knowledge base current and produce useful support documentation.

Requirements

• At least 1 to 3 years of experience in Customer Success, Account Management, Customer Support, or another customer-facing role.
• Strong relationship-building ability and a genuine commitment to customer advocacy.
• Experience with customer-facing tools such as Salesforce, Gong, Gainsight, Catalyst, Zendesk, or similar platforms is an advantage.
• Excellent verbal and written communication skills, including the ability to interact professionally with stakeholders at different levels.
• Strong analytical and problem-solving skills, with a proactive approach to challenges.
• Ability to juggle multiple priorities, stay organized, and manage time effectively in a busy environment.

Benefits

• Competitive compensation package.
• Flexible paid time off, with a recommended minimum of 15 days per year and no upper cap.
• Hybrid work setup with flexible working hours.
• Health and dental coverage through Medavie Blue Cross.
• Employer pays 80% of benefit costs.
• Orthodontic coverage for minor dependents.
• Extensive mental health support, including coverage of up to $3,000 annually for employees and dependents.
• Free access to EAP, Greenshield, and a range of physical and mental wellness services through the company wellness platform.
• Annual lifestyle allowance of $750.
• Monthly reimbursement for cell phone costs.
• Monthly parking reimbursement.
• Company-funded social events and team-building activities.
• A culture that actively recognizes employee contributions.
• Monthly peer-nominated Cheers awards with gift card drawings.
• Quarterly Performance Awards for standout impact, collaboration, and innovation.
• Dedicated Diversity, Equity, and Inclusion Committee.
• A supportive team culture that values work-life balance.

Additional Information

Liferaft is committed to building a company that future generations can be proud of. The organization defines diversity as creating a workplace where individual differences are recognized, respected, appreciated, and used to fully develop each person’s strengths and talents. All qualified applicants are welcome regardless of race, ethnic or national origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, or any other protected characteristic.

The hiring process may use AI-supported tools to help with application screening and evaluation.