Vistera Technologies Corp.

Position: Full time The Senior Client Success Representative is the primary relationship owner for clients across two business lines: the group's consulting and expert advisory practice. This is a single role serving both entities, reflecting the natural overlap in the client base and the group's intent to deliver a seamless experience to SMB clients regardless of which service they are engaging with. This is not a support role.

CSR is a proactive, relationship-driven professional whose job is to ensure clients are getting genuine value from the platform or advisory engagement, are expanding their use over time, and are retained as long-term clients of the group. The right person for this role is someone who has worked in a client-facing capacity in a technology, SaaS, or professional services environment, is comfortable managing multiple relationships simultaneously, and has the commercial instinct to identify growth opportunities within an existing account without being transactional about it. Own the onboarding experience for new Vistera platform subscribers, guiding clients through initial setup, platform familiarization, and the configuration of their account to reflect their business needs and the expert services they have engaged.

Serve as the primary point of contact for an assigned portfolio of Vistera subscribers and Advisory clients, maintaining regular touchpoints that are substantive and client-focused rather than procedural check-ins. Develop a genuine understanding of each client's business, their priorities, and the challenges they are trying to solve, using that understanding to deliver proactive guidance on how the platform or advisory services can help. Monitor client health indicators including platform usage, expert hour consumption, engagement frequency, and satisfaction signals,



and act on early warning signs before they become retention risks.

Work with the Account Executives to manage the renewal process for Vistera subscriptions, engaging clients well in advance of renewal dates with a clear picture of the value they have received and the case for continuing. Handle client escalations with professionalism and urgency, coordinating internally with the product team, expert network, or Advisory consultants to resolve issues and rebuild confidence where needed.

Account

Growth and Expansion Identify and pursue expansion opportunities within the existing client base, including tier upgrades for Vistera subscribers, additional expert hour packages, and cross-referrals between the platform and Advisory services. Identify where Vistera subscribers have needs that the Advisory expert network can address beyond what the platform automates, and connect those clients to the right expertise. Track and report account growth metrics including net revenue retention, expansion revenue, and cross-entity referral conversions.

Systematically capture, analyze, and communicate client feedback and trends across the client base, including common friction points, underused features, and unmet needs, ensuring the voice of the client informs product development priorities, service delivery decisions, and broader business strategy. Contribute to the development of client-facing materials, including guides, FAQs, and best practice content that helps clients get more value from the platform and advisory services independently. Three or more years in a client success, account management, or client services role in a SaaS, technology, or professional services environment.

Comfortable working across multiple service lines or product offerings simultaneously.

Experience with CRM tools, preferably Zoho, for managing client activity, logging interactions, and tracking account health. Exposure to SMB clients is a strong asset.

📌 CRM Support Representative (Coquitlam)
🏢 Vistera
📍 Coquitlam