About the Role
Are you a technically savvy professional who enjoys solving problems, building customer relationships, and helping businesses succeed? Do you enjoy understanding how software works, troubleshooting technical challenges, and identifying opportunities to grow customer relationships? Bongarde Media is looking for a Customer Success Representative to join our team. We're looking for a proactive, technically capable, and customer-focused individual who can combine robust relationship management skills with practical technical problem-solving abilities. This role combines customer success, technical customer support, and business development within a SaaS environment. You'll help customers navigate software platforms, resolve technical challenges, maximize product adoption, and identify opportunities to strengthen and expand existing customer relationships. Our ideal candidate is resourceful, organized, comfortable working with technology, and capable of independently investigating and resolving customer issues. About Bongarde Media Bongarde Media is a digital information, training, and SaaS solutions company serving safety, environmental, and human resource professionals across North America. Since 1929, we've helped organizations access practical tools, resources, and technology to support safer, more effective workplaces.

What You'll Do
As a Customer Success Representative, you'll work directly with customers to ensure they receive outstanding support, maximize the value of our software platforms, and maintain long-term relationships. Your responsibilities will include:
• Build and maintain strong relationships with new and existing customers.
• Serve as a primary point of contact for customer questions, technical support, and product guidance.
• Troubleshoot technical issues involving software functionality, user accounts, login access, permissions, and platform configurations.
• Investigate customer issues, identify root causes, and resolve problems independently whenever possible.
• Understand customer business needs and recommend appropriate software solutions and services.
• Support customer onboarding, account setup, software implementation, and product adoption.
• Conduct individual and group software demonstrations, training sessions, and product walkthroughs.
• Identify business development opportunities, including account expansion, upselling, and cross-selling.
• Proactively monitor customer engagement, satisfaction, and product usage.
• Manage customer renewals and contribute to customer retention.
• Document technical issues, customer interactions, and resolutions accurately within CRM and support systems.
• Work with internal technical teams to escalate complex issues and coordinate resolutions.
• Track customer success metrics, account activity, and KPIs.
• Identify recurring technical challenges and opportunities to improve customer experience and internal processes.
• Develop and maintain a strong working knowledge of our software products, platforms, and integrations. What We're Looking For We're looking for a well-rounded qualified who combines customer relationship skills, business development experience, and a high level of technical competence. Core Skills & Experience
• Technical Competence: Strong technical aptitude and demonstrated ability to understand, navigate, troubleshoot, and support complex software applications. This is a core requirement of the role.
• SaaS

Experience:
Experience working with SaaS products, cloud-based applications, or software platforms, with an understanding of subscription-based business models.
• Business Development: Experience in business development, sales, account growth, or a related role.
• Customer Support: Experience in customer service, technical support, or a related customer-facing role.
• Customer Success: Experience in customer success, account management, or a related role.
• Technical Troubleshooting: Ability to investigate software issues, diagnose problems, and provide clear, effective solutions.
• Software & Systems Knowledge: Comfortable working with multiple software platforms, customer portals, CRM systems, and administrative interfaces.
• Communication: Excellent written and verbal English communication skills, including the ability to explain technical concepts to non-technical customers.
• Problem-Solving: Strong analytical skills and the ability to investigate unfamiliar technical challenges independently.
• Relationship Management: Ability to establish trust, understand customer objectives, and maintain long-term business relationships.
• Organization & Accountability: Strong attention to detail, time management, and ownership of customer requests and outcomes.
• Independent Work: Self-motivated and comfortable managing multiple priorities in a remote environment. Nice to Have Experience with any of the following would be an asset:
• Supporting SaaS products or subscription-based software services
• Customer onboarding, software implementation, and product training
• Troubleshooting user accounts, access permissions, and authentication issues
• Working with CRM systems, customer support platforms, or ticketing software
• Learning management systems (LMS) or content management systems (CMS)
• Software integrations and basic API concepts
• Customer retention, renewals, upselling, and cross-selling
• Business-to-business (B2B) customer relationship management
• Customer success metrics, reporting, and KPI tracking
• Delivering technical product demonstrations and presentations
• A degree or diploma in business, information technology, communications, or a related field, or equivalent practical experience
• You don't need to check every box. However, strong technical competence, problem-solving ability, and comfort working with software are essential for success in this role. What Makes Someone Successful? We're looking for someone who combines technical confidence with a customer-first mindset and a proactive approach to business relationships. You'll thrive in this role if you:
• Are comfortable working with technology and enjoy figuring out how software systems work.
• Can independently investigate technical problems and find practical solutions.
• Enjoy helping customers understand and successfully use software products.
• Build strong relationships and identify opportunities to grow customer accounts.
• Can explain technical information clearly to customers with varying levels of technical knowledge.
• Take initiative and ownership rather than waiting for detailed instructions.
• Are organized, detail-oriented, and consistent with follow-through.
• Can balance technical support, customer relationship management, and business development responsibilities.
• Learn new software applications quickly and adapt to changing technology.
• Are self-motivated, dependable, and comfortable working remotely.

What We Offer
• Starting annual base salary of CA$50,000
• Annual performance-based bonus tied to KPI achievement
• Full-time, permanent position
• 100% remote work within Canada
• Extended health care
• Dental and vision coverage
• Employee assistance program
• Flexible paid time off
• Opportunities for qualified growth and development Why Join Bongarde? At Bongarde, you'll have the opportunity to work with SaaS products, solve real customer challenges, and make a direct impact on customer satisfaction, retention, and business growth. You'll gain experience across customer success, technical support, software platforms, and business development while working with a team-oriented team. We're looking for someone who doesn't just answer customer questions, but who enjoys understanding technology, solving problems, building relationships, and delivering results. If you're technically confident, customer-focused, and enjoy combining problem-solving with relationship building and business development, we'd love to hear from you.

Location:
Canada (Remote)

Job Type
Full-time, Permanent

📌 Customer Success Representative (Kelowna)
🏢 Bongarde
📍 Kelowna