Job Description

About the role:
As a Junior Customer Success Manager at Estateably, you play a critical role in delivering a seamless customer experience by acting as the first line of support and a trusted partner to our clients. Your primary responsibilities involve managing and resolving support tickets, assisting in onboarding new clients, and conducting product demonstrations. You will collaborate across teams to capture user feedback, troubleshoot issues, and continuously improve client satisfaction and retention. .
What you can expect:
Client Support and Ticket Management

• Serve as the first point of contact for client inquiries via email, chat, and phone.
• Triage, investigate, and resolve support tickets in a timely and empathetic manner.
• Accurately log, categorize, and escalate technical issues or bugs to the appropriate teams.
• Verify and test bug fixes prior to client communication and closure.
• Manage routine billing tasks, including invoice processing, refunds, and subscription changes.
• Document common issues and contribute to internal knowledge bases and support articles.

Client Engagement and Platform Demonstrations

• Conduct tailored product demos for prospective and existing clients in collaboration with Sales.
• Support new client onboarding by helping users navigate the platform and adopt best practices.
• Capture and relay client feedback to Product and Engineering to influence the roadmap.

Desired skill set:

• 1-3 years of experience in a SaaS support, customer success, or client-facing role.
• Experience with support tools and ticketing systems (e.g., Zendesk, Intercom).
• Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skill sets.
• Excellent relationship-building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
• Autonomous and able to proactively address granular issues as well as zoom out to high-level, strategic questions.
• BA/BComm, Business, Legal Studies or similar degree required. Work experience or equivalent academic background in the Estates and Trust industry will be considered an asset.

Why Estateably:
Over the next 25 years, more than $60 trillion will be transferred between generations-- yet professionals and the families they serve are wholly underserved in their tools to navigate the estate and trust administration process. Estateably was founded to change that.
Here's why you'll want to be part of it:

• Massive market opportunity: We're tackling one of the largest wealth transfers in history, in an industry overdue for transformation.
• Rapid growth and adoption: Since launching in 2021, we've become the fastest-growing estate and trust platform in North America, serving 1,000+ firms across Canada and the U.S.
• Real problems, real impact: Our platform helps fiduciaries handle complex, sensitive workflows that directly affect professionals and their practices.
• Bold, ambitious vision: We're not here to make small improvements--we're rethinking how the industry works from the ground up.

What our team has in common:

• A hunger to learn fast and continuously.
• High ownership and accountability for results.
• A can-do, solution-oriented mindset.
• Strong collaboration skills and a team-first attitude.
• Comfort with change and fast-paced environments.

Perks & Benefits:

• Flexible hours & remote work.
• Participation in our company Employee Stock Option Plan.
• Yearly bonus based on performance.
• Full participation in our company's group health, dental, and virtual medicine plans.
• Wellness Benefit.
• Computer equipment.