Remote Customer Success Specialist

Job Title : Customer Success Specialist 

Location : Phoenix, Arizona. USA

Reports to : Director Operations, USA 

About 1Valet
1Valet is a Canadian technology company transforming the way people interact with
their buildings. We develop smart building software and integrated hardware solutions
that connect property managers, residents, and visitors—creating seamless, secure,
and intelligent building experiences.

We’re a growing company where every team member plays a pivotal role. Our products
are installed in properties across North America, and we’re rapidly expanding. Join us
as we shape the future of smart buildings.

Position Overview:

The Customer Success Specialist (Onboarding) is responsible for ensuring new
customers successfully adopt the platform from the moment they sign up. This role
focuses on guiding customers through the onboarding journey, helping them understand
key features, configuring the platform to meet their needs, and ensuring they achieve
early value quickly.

The specialist acts as the primary point of contact for new customers during their
onboarding phase, providing training, answering questions, and proactively identifying
potential challenges. By building strong relationships and ensuring a smooth onboarding
experience, this role helps drive customer satisfaction, product adoption, and long-term
retention.

Customer Success Specialists collaborate closely with Sales, Product, and Support
teams to ensure customer expectations are aligned and that feedback from onboarding
is shared to continuously improve the customer experience.

Responsibilities :

Guide new customers through the onboarding process from kickoff to successful
platform adoption.

Conduct onboarding calls, product walkthroughs, and training sessions

Help customers become proficient in configuring the platform based on their
goals and use cases.

Act as the primary contact for onboarding-related questions and support.

Track onboarding progress and customer engagement in CRM or customer
success tools.

Identify potential risks to successful adoption and proactively address them

Collect customer feedback and share insights with Product and Customer
Success leadership.

Collaborate with Sales for smooth handoffs and accurate expectation setting

Create or maintain onboarding documentation, guides, and training resources

Manage a book of pre-existing 1VALET clients, facilitating any upselling,
renewals, and cross-selling.

Build sustainable relationships and trust with customer accounts through open
and interactive communication.

Align customer experience strategies with marketing initiatives, ensure
customers are always informed about new product features and functionalities.

Core Skills :

Strong communication and presentation skills

Ability to simplify complex software for non-technical users

Customer-focused problem solving

Organization and project management for managing multiple onboarding
timelines

Familiarity with SaaS platforms, CRM tools, and customer success workflows

Qualifications :

Degree or diploma in Business Administration, marketing, sales, computer
science, or any other relevant area of study.
3+ years of experience in a Customer Success or Account Management role
Experience as a property manager or in a software company operating on a
related field (property technology, access control or security)
Familiarity with Google Suite (Docs, Sheets, Slides) and CX/CRM software

What we offer :

A culture of ownership and autonomy - you will thrive if you are a self-starter and
enjoy a fast-paced environment

Work with an incredible product - there is true belief across our team that we
have the best product on the market
Trust and flexibility - work from home and flexible schedules. We care about your
performance, not your hours. We trust you to manage your time in a way that
works best for you.
Competitive compensation structure and 100% employer-paid benefits
Extra perks: employee stock option packages, employer-paid benefits, 10-day
holiday office shutdown each December, and support for professional growth.

Working With Us : 

As a proud equal-opportunity employer, we consider all applicants for employment and
openly encourage those who identify as members of underrepresented communities to
apply to join our growing team. Join us, leave your mark, and let's make something
extraordinary,