Customer Success Associate

HighlightTAToronto, ON, Canada

16 days ago

Job type

Full-time

Job description

Baseline offers a market-leading SaaS product in the private lending industry, an industry projected to nearly double to $2.8 trillion by 2028. Were redefining what it means to lead in an underserved market with a team that operates like championship tennis players : high-energy, high-performing, and laser-focused on results. Momentum drives everything we do, with small wins building into big victories and fueling our shared ambition to dominate the market. In our fast-paced, collaborative environment, you'll find a casual energy fueled by quiet confidence, friendly competition, and a commitment to excellence. We don't micromanage, but we expect everyone to bring their best game, working together to solve complex problems, push boundaries, and transform the private lending industry with a product that delivers real value. If this opportunity motivates you, then Baseline is the place for you.

Baseline is looking for a critical employee to help shape the future of our company : a Customer Success Associate. This is a full-time in-office position, with 5 days a week required at our building located at 507 King Street East, Toronto.

To cut to the chase, here are the character traits were looking for :

A tenacity that drives you to manoeuvre past roadblocks wherever they appear
A proven track record of excelling in your previous experiences, whether academic, professional, or personal.
Exceptional work ethic with an ambition to make an impactful change and a meaningful contribution.
Strong interpersonal skills and the ability to work effectively with many personality types.
Meticulous attention to detail, consistently producing high-quality, error-free work.

If this sounds like you, we're interested in you for this role.

What is a Customer Success Associate at Baseline?

The Customer Success Associate role at Baseline focuses on building strong relationships with our clients and ensuring their success. Your primary responsibility will be to deeply understand the business practices, workflows, needs, and challenges of our clients. Our clients are operators of private credit businesses in the U.S., specializing in real-estate secured loans for investors and developers.

The majority of your time as a Customer Success Associate will be spent in these areas :

Onboarding new clients onto the Baseline platform with custom, high-touch trainings that help them quickly adopt our platform as their lending operating system.

Consulting with clients on private credit best practices to help their businesses grow and achieve their goals

Providing front-line support via chat, email, phone, and video conferencing to help resolve customer issues and prevent additional ones.

Managing customer relationships and expanding product usage (and revenue) by proving ROI from our platform and delivering results to clients based on your knowledge of their businesses.

Collaborating with our product and engineering teams to share client feedback, identify usability improvements, and report bugs.

Creating helpful content, including guides and videos, and training AI tools to support scalability and efficiency.

You will also have the opportunity to work on a vast array of other initiatives that help the Baseline business excel, including but not limited to Sales, Marketing and Events.

Qualifications :

A Bachelors degree or equivalent practical experience with a proven record of achievement in academics, work, or personal projects.

1-3 years of relevant experience.

Excellent communication and presentation skills, with the confidence and charisma to explain technical concepts to diverse audiences.

A proactive attitude and a genuine interest in learning about private lending.

Ability to quickly adapt to new tools and technologies, including CRM systems, analytics platforms, or AI tools, with familiarity being an asset.

Creativity and problem-solving skills, with an eagerness to create content including videos and guides that support client success and internal collaboration.

Organized and self-motivated, with a collaborative mindset and the agility to respond with a high sense of urgency.

While not required, experience in Customer Success, Account Management, or Consulting is a plus. Exposure to private lending, financial services, or real estate industries is also an asset.

In-office commitment : Must be available to work in person, five days a week.

But here's what's in it for you :

An opportunity to directly enter the Customer Success team of an extremely fast-growing B2B SaaS company.

An unmatched career accelerant, giving you direct exposure to and ownership of the most important Customer Success disciplines in a customer-obsessed environment.

The ability to see the tangible impacts on the overall success of the Baseline business, based directly on your efforts, and the associated sense of purpose and meaning in your work that delivers.

An opportunity to work on, give input to, and learn about the entire operating methodologies of a fast-growing SaaS startup.

Massively increased earning potential due to the skills and experience you will develop in this role, both inside and outside of Baseline.

Empathetic and devoted leadership, coaching and mentoring from a tech industry CX veteran.

An equity stake that gives you significant skin in the game for the 10-year vision of the Baseline business.

A comprehensive benefits package including 100% medical, dental, drug, paramedical and vision coverage up to generous maximums.

A creative and aspirational work environment.

What is Baseline?

Baseline sells a lending operating system for Private Lenders based in the US, who make real estate secured loans, primarily to real estate investors (i.e. house flippers) or developers. Our platform allows lenders to originate and service loans, manage borrowers and investors, streamline business processes and create technology-enabled workflows that allow them to expand their businesses and improve profitability.

Baseline was founded in 2022 and raised a $2.2m CAD seed round in May 2024. We have experienced 300%+ revenue growth in 2024 and are projecting this trajectory to continue into 2025. We have a market-leading product in our category and have ambitions to become the dominant software in the entire private lending industry.