Customer Success Coordinator

Rival Technologies is a forward-thinking organization focused on customer insights and market research. They are hiring a Customer Success Coordinator to support client relationships, drive product adoption, and manage participant incentive programs. Responsibilities Assist customers with their projects and overall day-to-day relationship, driving product adoption, satisfaction, retention, and renewals for subscription accounts Build and maintain trusted advisor relationships with customers, creating strong champions who value and advocate for our platform Support customers in successfully leveraging our platform to achieve their desired outcomes Identify opportunities for ad hoc clients to develop into subscription accounts Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution Use data and reporting to identify "at-risk" accounts and support proactive outreach Support Customer Success Managers with project setup, coordination, and execution Monitor projects and accounts to identify risks and opportunities Occasionally join client calls to support delivery and gain client-facing experience Provide infrequent backup coverage for tech support (training provided) Own end-to-end execution of participant incentive programs Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking Fulfill digital gift cards, points-based rewards, and ad hoc incentives with strong attention to detail Manage the incentives support inbox and resolve participant inquiries Track incentive retainers and provide balance updates to Customer Success Managers Build and improve incentive processes, templates, and workflows Skills Undergraduate degree required (or equivalent work experience) 0-2 years of Customer Success or a related customer-focused role Excellent written and verbal communication skills Strong customer-first mindset with a passion for delivering exceptional experiences Ability to remain composed, organized, and solution-focused in fast-paced or high-pressure situations Adaptable communication style with the ability to tailor messaging to different audiences Experience in a customer support, operations, coordination, or service-oriented role (professional, internship, or equivalent experience) Strong organizational skills and attention to detail - you enjoy keeping things accurate, tidy, and on track Clear, professional written communication skills Comfort working independently and taking ownership of defined responsibilities A collaborative mindset and willingness to support teammates when needed Technical curiosity and confidence learning new tools, systems, and platforms Ability to manage competing priorities and meet deadlines in a fast-paced environment Flexibility and responsiveness, including occasional monitoring of emails outside standard working hours when required Interest in technology, market research, or data-driven work Experience working with multiple stakeholders or teams Familiarity with CRM systems, helpdesk tools, or incentive programs (not required) Benefits Home office, Internet and Cellphone stipends RRSP plan with employer matching Parental leave top up Comprehensive paid time off that covers vacation, sick, and personal days. 100% employer-paid health and dental plan Health spending account Generous sick, personal, and mental health days $1,000 annual mental health benefits with Canada Life Company Overview Rival Technologies is a platform that maximises the impact of dynamic research technology. It was founded in 2018, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 51-200 employees. Its website is