Customer Success Specialist

Job Title: Partner Success Associate (Customer Success Specialist)
Salary: $60,000 base + uncapped commission (~$85,000 OTE)
Location: Montreal - Hybrid (1-2 days at the office per week)

About Stay22
At Stay22, we’re on a mission to revolutionize the travel media industry. Using cutting-edge AI-powered solutions, we empower travel media companies and content creators to unlock fresh revenue streams and seamlessly monetize their platforms. With us, you’re not just enhancing your income—you’re elevating travel experiences for your audience. Join our vibrant team and be part of a journey that’s making travel media more rewarding for everyone.

Position Overview
Our Customer Success Specialists have adopted the title of Partner Success Associate (PSA), which better describes their reality. As a PSA, you'll play a crucial role in partner onboarding, growth, and retention by ensuring that new partners integrate the Stay22 solution quickly and properly, fostering peak performance for both parties. You will need to have the ability to swiftly gain customer confidence and trust and have the ability to juggle many partner relationships simultaneously while keeping all parties accountable on established timelines.

Key Responsibilities

• Provide exceptional support to partners through email and chat.
• Investigate technical inquiries using established processes and escalate issues as necessary.
• Guide partners in using the Stay22 platform via screen shares and self-help options.
• Maintain detailed records in HubSpot CRM.
• Forward and escalate inquiries to relevant departments.
• Assist partners with payment-related inquiries and collaborate with finance to resolve issues.
• Educate partners on payment processes and policies.
• Understand partners' business needs to provide tailored solutions.
• Identify upselling and cross-selling opportunities.
• Mitigate churn by engaging at-risk partners proactively.
• Develop communication outreach for small partners.
• Ensure partner satisfaction and product adoption.
• Identify areas for improvement.
• Maintain confidentiality of information.
• Other tasks and duties assigned to the employee by Stay22.

Requirements

• 1-3 years of sales or Customer Success experience, preferably in the tech space.
• Proficient computer skills.
• Experience with CRM (HubSpot preferred).
• Outstanding communication skills, both verbal and written.
• Strong people skills.
• Bilingual: Fluent in both English and French (other languages are an asset).
• Knowledge of the tourism and/or event industry.
• Experience working with embedded web products.
• Basic HTML skills.

Why Join Stay22?

• Support Travel Creators: Be part of a team that empowers travel creators to explore the world by increasing their passive income potential.
• Empower Your Growth: We hire champions and give them the opportunity to excel, skipping levels and honing their superpowers.
• Lead with Impact: We empower our team members to take charge and make a real impact in the Stay22 universe.
• Location, Location, Location: Enjoy our bright and vibrant office in the heart of Montreal’s Plateau Mont-Royal, surrounded by the best shops and restaurants.
• Be Yourself: Embrace a come-as-you-are dress code and a flexible work schedule.
• Comprehensive Benefits: We offer health & dental benefits, retirement plans, learning & development opportunities, and social & team-building activities, including exciting retreats.

(Stay22 is an equal opportunity employer. All qualified applicants are given consideration. If you have a disability or particular need that requires accommodation, please contact us at careers at stay22.com)