Customer Success Specialist
ElektraFi is a Canadian financial wellness startup focused on revolutionizing financial management. They are seeking a Customer Success Specialist to ensure clients achieve measurable value from their platform while also handling quality assurance responsibilities.
Responsibilities
- Serve as the primary point of contact for assigned clients
- Onboard new clients and ensure successful platform adoption
- Configure platform customization for enterprise customers
- Proactively monitor client usage and engagement; suggest optimizations
- Execute customer success playbook steps, including health checks, QBRs, and personalized nudges
- Handle incoming client queries via email, chat, and calls
- Collaborate with Sales and Product teams to relay feedback and product improvement suggestions
- Maintain accurate records in CRM and CS tools; report on KPIs regularly
- Any other related projects to drive customer engagement and satisfaction
- Perform routine quality assurance testing across the ElektraFi SaaS platform to ensure functionality, usability, and data accuracy
- Execute manual test cases for new features, enhancements, and bug fixes prior to release
- Identify, document, and track bugs or defects using internal tools, providing clear reproduction steps and expected outcomes
- Validate fixes and improvements post-release to confirm resolution and prevent regressions
- Act as the voice of the customer by flagging usability gaps, friction points, and inconsistencies observed during testing
- Collaborate with Product teams to prioritize issues based on customer impact
- Support UAT (User Acceptance Testing) for client-facing releases and onboarding flows
Skills
- 1–3 years experience in Customer Success, Account Management, or SaaS support
- Strong understanding of SaaS fintech platforms and willingness to learn quickly
- Excellent written and verbal communication skills
- Ability to analyze usage data and provide actionable insights
- Customer-first mindset; detail-oriented and proactive
- Comfortable working independently in a hybrid environment
- Experience testing SaaS or fintech platforms
- Familiarity with QA tools (e.g., Jira, Linear, ClickUp, TestRail, or similar)
- Understanding of user journeys, onboarding flows, and role-based permissions
- High attention to detail with the ability to balance speed and quality
Benefits
- Opportunity to make a significant impact on a fast-growing startup
- Supportive, inclusive, and collaborative work environment
- The chance to work with cutting-edge technologies and contribute to a meaningful product
Company Overview