Customer Success Coordinator

Rival Technologies is a forward-thinking organization focused on customer insights and market research. They are hiring a Customer Success Coordinator to support client relationships, drive product adoption, and manage participant incentive programs.

Responsibilities

• Assist customers with their projects and overall day-to-day relationship, driving product adoption, satisfaction, retention, and renewals for subscription accounts
• Build and maintain trusted advisor relationships with customers, creating strong champions who value and advocate for our platform
• Support customers in successfully leveraging our platform to achieve their desired outcomes
• Identify opportunities for ad hoc clients to develop into subscription accounts
• Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution
• Use data and reporting to identify "at-risk" accounts and support proactive outreach
• Support Customer Success Managers with project setup, coordination, and execution
• Monitor projects and accounts to identify risks and opportunities
• Occasionally join client calls to support delivery and gain client-facing experience
• Provide infrequent backup coverage for tech support (training provided)
• Own end-to-end execution of participant incentive programs
• Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking
• Fulfill digital gift cards, points-based rewards, and ad hoc incentives with strong attention to detail
• Manage the incentives support inbox and resolve participant inquiries
• Track incentive retainers and provide balance updates to Customer Success Managers
• Build and improve incentive processes, templates, and workflows

Skills

• Undergraduate degree required (or equivalent work experience)
• 0-2 years of Customer Success or a related customer-focused role
• Excellent written and verbal communication skills
• Strong customer-first mindset with a passion for delivering exceptional experiences
• Ability to remain composed, organized, and solution-focused in fast-paced or high-pressure situations
• Adaptable communication style with the ability to tailor messaging to different audiences
• Experience in a customer support, operations, coordination, or service-oriented role (professional, internship, or equivalent experience)
• Strong organizational skills and attention to detail - you enjoy keeping things accurate, tidy, and on track
• Clear, professional written communication skills
• Comfort working independently and taking ownership of defined responsibilities
• A collaborative mindset and willingness to support teammates when needed
• Technical curiosity and confidence learning new tools, systems, and platforms
• Ability to manage competing priorities and meet deadlines in a fast-paced environment
• Flexibility and responsiveness, including occasional monitoring of emails outside standard working hours when required
• Interest in technology, market research, or data-driven work
• Experience working with multiple stakeholders or teams
• Familiarity with CRM systems, helpdesk tools, or incentive programs (not required)

Benefits

• Home office, Internet and Cellphone stipends
• RRSP plan with employer matching
• Parental leave top up
• Comprehensive paid time off that covers vacation, sick, and personal days.
• 100% employer-paid health and dental plan
• Health spending account
• Generous sick, personal, and mental health days
• $1,000 annual mental health benefits with Canada Life

Company Overview