Lead, Customer Success

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: <br /><p>Best Workplaces in Canada 2020 - 2025 | Best Workplaces with Most Trusted Executive Teams 2024, 2025 | Best Workplaces in Financial Services & Insurance 2020 - 2025 | Best Workplaces for Mental Wellness 2023 - 2025 | Best Workplaces for Giving Back 2022, 2024 | Best Workplaces for Inclusion 2021, 2024 | Best Workplaces for Women 2021 | Best Workplaces in Ontario 2020, 2021, 2024 | 2025 Best Workplaces for Professional Development</p><p><br /></p><p>One of Canadas Most Trusted Investment Brands.</p><p>AtPicton Mahoney Asset Management (PICTON Investments),being alternative isnt just what we doits who we are.</p><p>Founded by industry pioneer David Picton, weve spent 20 years challenging conventional wisdom and redefining the investing landscape. As one of Canadas most trusted investment brands, we are proudly <span >independentprivately</span> run, 100% employee-owned, and deeply committed to delivering results for our clients.</p><p><br /></p><p>Thinking Alternatively is in Our DNA.</p><p>With a team of 203 bold thinkersone-third dedicated solely to investment managementwe are specialists, not generalists. Managing $16.5 billion for institutional and retail clients, we navigate markets with conviction, resilience, and a forward-thinking approach.</p><p>Were more than investors were innovators. We challenge traditional investment mindsets, constantly pushing the boundaries to achieve our mission: To bring greater certainty to investors.</p><p><br /></p><p>Our success is built on four guiding principles:</p><ul><li>Treat investors money like our own.</li><li>Redefine the way investors invest.</li><li>Be humanalways approachable.</li><li>Succeed together, one investment at a time.</li></ul><p><br /></p><p>These arent just wordsthey define how we think, how we invest, and how we work.</p><p>Now, were entering our next chapter. Were transforming our brand and reshaping the way the world invests. If you think alternatively, embrace an entrepreneurial spirit, and thrive in a dynamic, bureaucracy-free environment, join us and be part of whats next.</p><p><br /></p><p>Thriving in Our Entrepreneurial Culture<br /></p><p>AtPICTON Investments, youll thrive in our creative and dynamic workplace, where collaboration and support are at the core of everything we do. At our firm, youll have the opportunity to take on significant responsibilities, work in a flexible environment, and tackle challenging projects from the outset. Our culture is designed for ambitious professionals who want to make an immediate impact while continuing to push boundaries and achieve our greater mission. Youll be empowered with a high level of responsibility, trust, and flexibility, providing an exciting and creative space for you to help reshape how the world views alternative investments. With competitive total rewards, performance-based bonuses, and a clear path for career growth, youll have everything you need to develop both now and over the longer term.</p><p><br /></p><p>The Opportunity</p><p>At Picton Investments, success starts with our customers. Were looking for a Lead, Customer Success to own the customer journey-someone who understands the investments industry, drives adoption, and ensures customers achieve real value from our platform. Youll lead onboarding programs, deliver training demos, and implement strategies that help customers succeed while shaping the overall Customer Success experience.</p><p><br /></p><p>What youll do for our clients:</p><ul><li>Be the first and most trusted point of contact for our clients, ensuring every interaction is efficient, empathetic, and impactful.</li><li>Lead support conversations via email, chat, and live video-solving problems proactively and helping clients achieve their goals.</li><li>Guide new clients through onboarding, training demos, and platform adoption to ensure a smooth, confident start.</li><li>Investigate client issues by analyzing tickets, logs, and feedback, and communicate solutions clearly and effectively.</li><li>Host live calls to troubleshoot issues or guide clients through solutions step by step.</li><li>Maintain and expand our internal Knowledge Base to make client support faster, clearer, and more consistent.</li><li>Advocate for clients internally-if something slows them down or adds friction, you ensure its addressed.</li><li>Identify and implement process improvements to make every client interaction smoother and more valuable.</li></ul><p><br /></p><p>Who were looking for:</p><ul><li>Client Champion: 35+ years of Customer Success experience with a track record of building trust and long-term client relationships.</li><li>Clear Communicator: You make complex concepts simple and actionable, ensuring clients always feel understood and supported.</li><li>Problem Solver: Hands-on with tools like Excel/Google Sheets, you troubleshoot efficiently and turn challenges into solutions.</li><li>Collaborator: You work seamlessly across teams-Product, Engineering, and Clients-to deliver outcomes that matter.</li><li>Proactive and Action-Oriented: You anticipate client needs, take initiative, and continuously improve processes to make clients lives easier.</li><li>Industry Insight: You bring knowledge of investments or financial services and can translate that expertise into meaningful client guidance.</li></ul><p><br /></p><p>Nice to have:</p><ul><li>Experience with support platforms like Zendesk, ServiceNow, or similar.</li><li>Prior exposure to SaaS platforms-especially in startup or scale-up environments.</li><li>Experience with Power BI and Salesforce.</li></ul><p><br /></p><p>Our Commitment to Employees</p><p>AtPICTON Investments, we take pride in enhancing our employees&#39; experiences through a comprehensive suite of exceptional perks and programs. Our benefits include corporate fitness reimbursement and discounts, VersaFi memberships (formerly Women in Capital Markets), Picton investment counseling and portfolio management services, volunteer and charitable donation matching, maternity and parental leave top-up, recognition awards, semi-annual performance bonuses, a generous annual vacation entitlement (minimum of 15 days per year), training and development reimbursement, extensive health and dental benefits, a healthcare spending account, and more.</p><p><br /></p><p>These offerings are designed to support your career growth, well-being, and overall success. Join us and thrive in an environment that values and invests in you!</p><p><br /></p><p>PICTON Investmentsis committed to providing an equitable and fair work environment for everyone and all hiring and other personnel actions will be taken without regard to race, colour, creed, religion, sex, disability, gender identity, gender expression, family status, age, language or national origin. If you require an accommodation at any point in time throughout the application and hiring process, please contact Human Resources at (416) 955-4108 or <span >ataccessibility@pictoninvestments.com.</span></p><p><br /></p><p>PICTON Investmentsdoes not accept unsolicited resumes, emails, calls, or any other form of communication from third-party recruitment agencies. Any unsolicited outreach, including commercial electronic messages, will neither be acknowledged nor considered.</p><p><br /></p></p></p>