Customer Success Specialist

ElektraFi is a Canadian financial wellness startup focused on revolutionizing financial management. They are seeking a Customer Success Specialist to ensure clients achieve measurable value from their platform while also handling quality assurance responsibilities. Responsibilities Serve as the primary point of contact for assigned clients Onboard new clients and ensure successful platform adoption Configure platform customization for enterprise customers Proactively monitor client usage and engagement; suggest optimizations Execute customer success playbook steps, including health checks, QBRs, and personalized nudges Handle incoming client queries via email, chat, and calls Collaborate with Sales and Product teams to relay feedback and product improvement suggestions Maintain accurate records in CRM and CS tools; report on KPIs regularly Any other related projects to drive customer engagement and satisfaction Perform routine quality assurance testing across the ElektraFi SaaS platform to ensure functionality, usability, and data accuracy Execute manual test cases for new features, enhancements, and bug fixes prior to release Identify, document, and track bugs or defects using internal tools, providing clear reproduction steps and expected outcomes Validate fixes and improvements post-release to confirm resolution and prevent regressions Act as the voice of the customer by flagging usability gaps, friction points, and inconsistencies observed during testing Collaborate with Product teams to prioritize issues based on customer impact Support UAT (User Acceptance Testing) for client-facing releases and onboarding flows Skills 1–3 years experience in Customer Success, Account Management, or SaaS support Strong understanding of SaaS fintech platforms and willingness to learn quickly Excellent written and verbal communication skills Ability to analyze usage data and provide actionable insights Customer-first mindset; detail-oriented and proactive Comfortable working independently in a hybrid environment Experience testing SaaS or fintech platforms Familiarity with QA tools (e.g., Jira, Linear, ClickUp, TestRail, or similar) Understanding of user journeys, onboarding flows, and role-based permissions High attention to detail with the ability to balance speed and quality Benefits Opportunity to make a significant impact on a fast-growing startup Supportive, inclusive, and collaborative work environment The chance to work with cutting-edge technologies and contribute to a meaningful product Company Overview ElektraFi is a hyper-intelligent platform that helps employees understand how to achieve the future they want with the money they have. It was founded in undefined, and is headquartered in Vancovuer, BC, with a workforce of 11-50 employees. Its website is