Win-Loss Customer Success Associate

Vancouver, British Columbia / Toronto, Ontario
Win-Loss – Customer Success (WL) /
Full-time /
👋 You found us. Awesome. Something led you here, maybe a glimpse of potential and something amazing? Well that’s how we feel about Klue. 

Who are we?

We are an established leader in win-loss and churn research and analysis and are now part of the Klue Team! Our team of experienced analysts design and deliver research programs for a wide range of business-to-business (B2B) technology companies. Using a structured, scalable process, we enable our clients to improve their win rates by making more informed and impactful business decisions.

Some of our existing clients include Salesforce, Gong, Seismic, Shopify… and Klue!

Our mission continues to be focused on helping our customers win more with actionable competitive and market insights and expanding those to include Win-Loss insights within our all-in-won platform. No other provider in the market offers win-loss as part of their solution.

More on Klue:

Klue is a VC backed, capital-efficient high growth SaaS company. Tiger Global and Salesforce Ventures led our US$62m Series B in the fall of 2021. We’re creating the category of competitive enablement: helping companies understand their market and outmaneuver their competition. We benefit from having an experienced leadership team working alongside several hundred risk-taking builders who elevate every day.

We’re one of Canada’s Most Admired Corporate Cultures by Waterstone HC, a Deloitte Technology Fast 50 & Fast 500 winner, and recipient of both the Startup of the Year and Tech Culture of the Year awards at the Technology Impact Awards.

👋 We're looking to hire a Customer Success Associate to join the Win-Loss Team!

Customer Success Associates drive value and promote client retention and loyalty by partnering and aligning with our client's goals, providing -in-depth research, and excellent customer service every step of the way.

This is the opportunity to play a meaningful role in elevating the value of Win-Loss with an industry leader.

Day-to-day Responsibilities:

    • Support Research Directors by leading win-loss program management and being the go-to person for client questions and requests
    • Work closely with Research Directors to build and support client relationships
    • Provide world-class customer experience with a focus on educating clients on win-loss and churn analysis best practices
    • Manage database of interview/contact leads for client (update, organize, and report)
    • Recruitment individuals for interviews through creative campaigns (email, social and phone outreach)
    • Manage internal stakeholders to ensure win-loss program's deliverables are on time and high-quality
    • Support new client onboarding

Project-Related Responsibilities:

    • Information gathering
    • Mapping and tracking project milestones and providing project updates
    • Data preparation: Organize survey data in preparation for analyst review and analysis
    • Conduct focused data-gathering in support of regular client updates

This is you:

    • Output focused: you’re driven by targets, metrics or goals. Nothing will stop you from not only achieving your goals, but you’re constantly motivated to BEAT them. You’re the type of person to set new records and your career goal is to be the best at what you do.
    • Hearing “no” won’t stop you, that only fuels you. You’re an optimist to a fault, full of energy, you can't be beat down.
    • You figure out what needs to get done and make it happen. 
    • Strong and natural conversationalist and you've been known to pen an impressive e-mail and/or essay or two
    • You are organized and have strong attention to detail
    • While you're competitive in nature you value and seek a team-based and collaborative environment 

How We Work at Klue

    • Hybrid. Best of both worlds (remote & in-office)
    • Our main Canadian hubs are in Vancouver and Toronto, and most of our teams are located in EST and PST.
    • You and your team will be in office at least 2 days per week.
$55,000 - $60,000 a year
The above range is reflective of the base salary band for this position. As a Customer Success Associate, you will also be eligible for our variable compensation plan. At 100% to plan, the On-Target-Earning (OTE) for this role is between $67K - $77K.

We gather compensation benchmarking data across the BC & Canadian Tech Industry and use that data to build a range for our current team and future talent. Your exact salary is determined by experience level, skill, capabilities, and internal pay parity.

If you feel like this role is a great fit and have questions about comp, get in touch and we’re happy to discuss further. There is always an ongoing conversation around compensation.
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Lastly, we take potential into consideration. An equivalent combination of education and experience may be accepted in lieu of the specifics listed above. If you know you have what it takes, even if that’s different from what we’ve described, be sure to explain why in your application. Reach out and let’s see if there is a home here for you now or in the future.

We’ve made a commitment to support and contribute to a diverse environment; on our teams and in our community. We’re early in our journey; we've started employee led resource groups, committed to Pay Up For Progress, and use success profiles for roles instead of 'years of experience'. We continue to scale our efforts as Klue grows. We’re proud to be an equal opportunity employer and have dedicated that commitment to our current and future #kluecrew. During the interview process, please let us know if there is anything we need to make more accessible or accommodate to support you to be successful.

All interviews will be conducted via video calls. We work in a hybrid model of WFH (remote) and in-office. We’re excited to meet you and in the meantime, get to know us:

🌈 Pay Up For Progress & 50 - 30 Challenge & Klue Blog
✅✅ Win-Loss Acquisition (2023)
🅰️ Series A (2020)
🐅 Series B (2021)
🏆 Culture, culture, culture!
🎧 Winning as Women & Competitive Enablement Show
🔍 Glassdoor
🐝 About Us
🐥 Twitter
📸 Instagram
☕️ LinkedIn
🦄 Wellfound (AngelList)