The Role

As a Customer Success Associate, you'll make sure merchants get real value from Final after the sale closes. You'll report to the Head of Sales and work closely with them to ensure a smooth handoff from onboarding through to long-term, happy customers. This is a outstanding fit for someone who's patient, proactive, and genuinely enjoys helping small business owners succeed.

What You'll Do

- Own onboarding. Guide new merchants through setup, configuration, and their first weeks live on Final, so they get up and running smoothly.
- Build lasting relationships. Be the merchant's main point of contact after the sale, checking in regularly and understanding how their business is evolving.
- Troubleshoot and support. Help merchants resolve issues quickly, working with Product and Support to elevate anything more technical.
- Drive retention and growth. Spot opportunities to help merchants get more value from Final, and flag risk of churn before it happens.
- Gather and share feedback. Bring merchant insights back to Product, Marketing, and Sales to help shape the roadmap and go-to-market approach.
- Keep records accurate. Track customer health, usage, and interactions in the CRM so the team has a clear, current picture of every account.

What You Bring

- Some experience in customer success, account management, or support, ideally in SaaS, tech, payments, or POS.
- A genuine desire to help people, patience, empathy, and a knack for explaining things clearly.
- Comfort with CRM tools and basic reporting on account health and usage.
- Explicit, confident communication,



you can explain technology simply without being "too techy."
- Genuine enthusiasm for Newfoundland and Labrador's business community and a desire to help local merchants succeed.
- A valid driver's licence and willingness to travel across the province as needed.

Bonus Points

- Experience supporting POS, payments, payroll, e-commerce, or other merchant tools.
- Existing relationships with local merchants, business networks, or community organisations.
- Comfort in a fast-moving environment where you help shape the playbook rather than inherit one.
- Experience running a small business, or working closely with owners and operators.

Why Join Final?

- Join the team making sure merchants across Newfoundland and Labrador get the most out of a category-defining platform.
- Build lasting relationships with businesses you already know and love.
- Work with a talented, passionate team building something genuinely new.
- Competitive compensation package, including comprehensive health, dental, and vision insurance.
- Stock option plan, so you share in the success you help create.
- Be part of a St. John's-based company backed by top-tier VC.

You'll work from the best office in St. John's (rooftop patio included) alongside a talented team building something genuinely new.

Benefits

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Stock options
- Office snacks
- Vision care
- Flexibility

Ability to commute/relocate

St. John's, NL, reliably commute or plan to relocate before starting (preferred)

Work Location

In person

📌 Customer Success Associate (St. John's)
🏢 Final POS
📍 St. John's