Customer Success Associate

Company

Mako is a top fintech firm, building software to bring top asset managers into the cloud.  Our SaaS platform allows firms to onboard new clients and grow their AUM faster with smart automation and a great user experience.

We’re the leading solution in a fast-growing segment that has become a must-have in the wealth industry, and we’ve ridden our product leadership to profitability, a team of 60 and market leadership. 

As we expand our business to domination across Canada and international expansion, we’re looking for someone to join our Revenue team, amaze our clients and build great things with us.

The Job

The Customer Success Associate (CSA) supports customers throughout their lifecycle - from onboarding to renewal - ensuring they gain maximum value from Mako. Reporting directly to the Chief Revenue Officer, the CSA partners closely with Post-Launch Engineering, Product, and Revenue Operations to drive adoption, increase upsells, reduce friction, and strengthen long‑term customer relationships.

This role is ideal for someone detail‑oriented, technologically literate, and energized by helping customers succeed in a fast‑moving SaaS environment. Specifically, you are responsible for the following tasks:

• Guide new customers through setup, configuration, and early adoption milestones; ensure smooth handoff from the Sales and Implementation teams.
• Track usage, engagement, and risk indicators; surface insights to leadership.
• Identify opportunities to improve or expand the customer’s services through client engagement and advocacy
• Track issues, coordinate with Support and Product to ensure timely resolution.
• Prepare usage reports and insights for QBRs and renewal conversations.
• Execute repeatable CS playbooks (renewal prep, adoption nudges, product education).
• Deliver training sessions, create documentation, and help customers understand new features.
• Share customer feedback with Product, support revenue motions with Sales, and coordinate internal workflows.
• Maintain CRM hygiene, update customer notes, and contribute to internal process improvements.

Background 

• Understanding of financial workflows, payments, compliance, or financial data systems.
• Familiarity with subscription models, usage metrics, and customer lifecycle stages.
• Strong analytical skills; ability to interpret customer data and identify trends.
• Excellent communication skills—clear, structured, and customer‑centric.
• Experience with CRM and tech tools (HubSpot, JIRA, Power BI, etc.)
• Ability to manage multiple priorities in a fast‑paced environment.
• A proactive, problem‑solving mindset with a focus on customer outcomes.
• Organized and methodical: great meeting notes, planned approach to meeting targets
• Bachelor's degree in computer science, math, physics, engineering, or finance from a major Canadian university
• French-speaking is an asset 

Location

Montreal or Toronto preferred

Why you should want this job

• Top-tier compensation, including a generous commission plan and equity
• Gold-plated benefits
• High-end Mac or PC laptop
• $1000 budget to outfit your home office
• Unlimited vacation policy