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