Customer Success Associate

About Liferaft

Liferaft creates software that enables organizations to detect, interpret, and respond to possible risks using information that is publicly available. Its customers are corporate security teams across the globe, including many well-known organizations. The company operates remotely first and is focused on building a strong, values-led team grounded in clarity, discipline, accountability, and care.

The company has also been acquired by Securitas, a global security organization, which broadens its ability to provide intelligence-driven security solutions at scale. Together, Liferaft and Securitas support organizations in protecting their people, assets, and operations.

About the role

The Customer Success Associate will help customers realize value from the Liferaft platform while contributing to retention and growth over the long term. This position blends account management, renewal coordination, and direct customer interaction. You will act as a dependable contact for customers, helping them resolve questions, increase platform adoption, and achieve their objectives.

This opportunity is available to candidates located in Canada who are in the Eastern or Atlantic time zones. Candidates based in Halifax are especially preferred because the Customer Success team is concentrated there and there may be occasional in-person collaboration and events at the Halifax, Nova Scotia office.

What you'll do

• Manage a set of customer accounts and build strong, trusted relationships that encourage ongoing engagement.
• Create and carry out onboarding, training, adoption, and success plans that connect product capabilities with customer goals.
• Track account health, product usage, and engagement patterns to spot risks early and uncover growth opportunities.
• Work with Customer Success Managers on key accounts, customer initiatives, and planning activities.
• Support renewals for Tier 3 accounts by preparing renewal plans, engaging stakeholders, identifying risks, and contributing to forecasts.
• Identify opportunities for expansion and coordinate with Revenue and Customer Success teams when appropriate.
• Measure customer outcomes and communicate realized value to both internal teams and customer stakeholders.
• Respond to technical and support questions with clear guidance and a considerate, timely approach.
• Look into customer concerns, diagnose issues, and route complex matters to the right internal teams.
• Maintain strong service relationships while meeting and exceeding service-level commitments.
• Collect customer feedback and share it internally to support product improvements and new features.
• Partner with cross-functional teams to keep the knowledge base current and create useful support materials.

Requirements

• 1 to 3 years of experience in Customer Success, Account Management, Customer Support, or a similar client-facing role.
• Strong relationship-building ability and a genuine commitment to advocating for customers.
• Experience with customer-facing systems such as Salesforce, Gong, Gainsight, Catalyst, Zendesk, or comparable tools is an advantage.
• Excellent written and spoken communication skills, with the confidence to interact professionally with stakeholders at all levels.
• Solid problem-solving ability and a proactive mindset when handling challenges.
• Capability to manage multiple priorities, stay organized, and work efficiently in a fast-moving environment.

Benefits

• Competitive compensation package.
• Flexible paid time off, with a minimum expectation of 15 days per year and no upper cap.
• Hybrid work model with flexible hours.
• Health and dental coverage through Medavie Blue Cross.
• Employer covers 80% of benefit costs.
• Orthodontic coverage for minor dependents.
• Mental health coverage of up to $3,000 per year for employees and dependents.
• Complimentary access to EAP, Greenshield, and a range of physical and mental wellness services through the wellness platform.
• Annual lifestyle subsidy of $750.
• Monthly reimbursement for cell phone expenses.
• Monthly parking reimbursement.
• Company-funded social gatherings and team-building activities.
• Culture that actively recognizes employee contributions.
• Monthly peer-nominated Cheers awards with gift card draws.
• Quarterly performance awards for exceptional impact, collaboration, and innovation.
• Diversity, Equity & Inclusion Committee.
• Supportive team culture with a strong emphasis on work-life balance.

Additional information

Liferaft is committed to building a company that future generations can be proud of. The company defines diversity as a workplace where individual differences are acknowledged, valued, respected, and used to fully develop each person's talents and strengths. 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 include AI-supported tools to help with application screening and evaluation.