Customer Success Agent

🕒 October 19

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Genius Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1992

🏭 Manufacturing

💼 Consulting

☁️ SaaS

Manufacturing • Consulting • SaaS

Genius Solutions is a software company that provides Genius ERP, a manufacturing-focused cloud ERP designed for small-to-mid-sized manufacturers. Its platform integrates engineering, production planning, shop-floor control, inventory and purchasing, accounting, CRM/sales, analytics, and REST API integrations, plus AI/automation features. The company also offers implementation, training, consulting, and customer support to help manufacturers streamline estimating, job costing, scheduling, and financial visibility to improve throughput and grow their businesses.

📋 Description

• Triage and prioritize incoming tickets in the service pipeline • Route tickets to the appropriate Account Manager based on the portfolio and nature of the request • Track ticket status and follow up as needed • Maintain clean and accurate pipeline data • Respond to customer inquiries directly in HubSpot • Document interactions and keep records up to date • Escalate more complex requests to the appropriate Account Manager • Keep renewal records up to date in HubSpot • Update agreement status when payment is received • Flag discrepancies, delays, or anomalies in the pipeline • Contribute to the reliability of renewal data • Manage a portfolio of 80 to 100 accounts in a low-touch model • Ensure essential follow-ups and internal coordination • Monitor basic account health and flag risk signals • Serve as the primary point of contact for these customers

🎯 Requirements

• Experience in Customer Success, Account Management, or B2B client management is an asset • Excellent communication and relationship-management skills • Ability to manage multiple cases and prioritize effectively • Understands that a Customer Success role is focused on strategy and outcomes, not technical support • Comfortable navigating ambiguity and able to get to the root of customer issues • Ability to make prioritization decisions based on risk, account value, and business impact • Curious, self-directed, and solutions-oriented • Fully bilingual in French and English, both written and spoken • Comfortable using Fathom and Gamma • Experience with HubSpot CRM, including service and renewal pipelines and customer records • Experience with Zendesk and support tickets

🏖️ Benefits

• Long-term remote work option • Competitive salary with a matching RRSP program • 7 paid days off per year in addition to vacation time • Group insurance and access to telemedicine • Free parking and easy access to public transportation • Annual allowance for membership in a physical or sports activity of your choice • Four paid hours per year to volunteer in our community • Ping-pong and foosball tables, board games, and video game consoles in the cafeteria when working from the office • A fast-growing company where your opinion is valued

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