Customer Success Specialist

Job Type: Full-time, Permanent

Work location: Remote

Salary range: $55,000 - $65,000

Role Purpose

As the Customer Success Specialist at Retreat Guru, you provide day-to-day support and onboarding for retreat centres using our platform, helping customers get set up for success from the start. You are responsible for delivering timely, accurate support and ensuring customers feel confident navigating and using the software.

In this role, you work closely with the Customer Success team and collaborate with Sales, Product, and Engineering as needed to resolve issues and improve the customer experience. You play a key part in customer satisfaction, retention, and long-term platform adoption.

Core Responsibilities:

Customer Support & Onboarding

• Respond to customer support tickets in HubSpot in a timely, professional manner
• Maintain under 24-hour first response times on assigned weekday tickets
• Troubleshoot booking flows, payments, integrations, and account configurations
• Identify and document user errors, configuration gaps, bugs, and platform limitations
• Replicate issues in test environments and escalate findings to Product or Engineering when needed
• Support advanced customer scenarios involving refunds, credits, financial discrepancies, and complex setups
• Conduct onboarding and support calls via Zoom
• Guide customers through setup and configuration to encourage long-term success and platform adoption
• Deliver clear, supportive communication that drives customer satisfaction

Customer Success & Retention

• Build positive relationships with assigned customers
• Identify churn risks and proactively escalate concerns
• Support billing questions and dispute coordination
• Collaborate with Sales and Customer Success teams to ensure smooth customer handoffs
• Contribute to retention efforts through proactive education and follow-up

Documentation & Operational Support

• Maintain accurate ticket documentation and customer records
• Contribute to help articles, onboarding guides, templates, and training materials
• Identify recurring support trends and recommend process improvements
• Participate in internal operational improvement initiatives
• Provide backup support for Marketplace Support teams

Qualifications, Skills, & Experience:

• Post-secondary education or equivalent professional experience
• 2+ years of experience in customer support, onboarding, or account management
• Experience working in a SaaS environment
• Confident troubleshooting workflows and replicating reported customer issues
• Experience using CRM or ticketing platforms such as HubSpot
• Comfortable leading customer onboarding calls or training sessions
• Basic understanding of HTML/CSS
• Experience working in wellness, retreat, or regulated industries is considered an asset
• Clear written and verbal communication, with the ability to explain technical concepts simply
• Ability to identify configuration issues, user errors, and potential product defects
• Highly organised, proactive, and able to prioritise effectively in a fast-paced SaaS environment

How to Apply:

Please email your resume and optional cover letter to [email protected] by Wednesday, August 5th. We will begin reviewing applications after this date; however, applications will continue to be accepted and reviewed until the position is filled.

About Retreat Guru:

Retreat Guru is the world’s largest marketplace and leading SaaS platform for retreat centres, helping people discover and book life-transforming wellness experiences. Since 2014, over 743,000 participants have used Retreat Guru to connect with trusted retreats offering yoga, meditation, mindfulness, psychedelics, and sacred plant medicines. Based in Nelson, BC, we support 400+ retreat centres worldwide with software that helps them run and grow sustainable retreat businesses. We’re a small, dedicated team with a big mission: supporting a wakeful world.