Customer Success Specialist

Customer Success Specialist – Full-Time, Permanent (35 hours/week, Starting September 2025)Location: Halifax, NS (Hybrid)Apply on LinkedIn or by email: office@air-institutes.comAbout AIR

 AIR is a Halifax-based B2B healthtech company focused on transforming workplace mental health through proactive, evidence-based solutions. We partner with employers—particularly in healthcare and long-term care—to deliver resilience training that prevents unnecessary suffering and reduces organizational risk. Our offerings combine validated assessments, live coaching, and proprietary digital tools like the BrainGym to support at-risk employees in staying at work, returning to work, and performing at their best.

About the Role

 In a growing startup, customer success is a high-impact, strategic role. As a Customer Success Specialist, you will ensure smooth delivery of AIR’s services, strengthen client relationships, and translate insights into actionable improvements. You will be a key voice of the customer internally, working cross-functionally to improve adoption, outcomes, and retention.

Key Responsibilities

·     Coordinate and track the delivery of AIR’s resilience programs, ensuring we meet commitments on time and to a high standard.

·     Act as a point of contact for customers throughout their lifecycle (onboarding, implementation, check-ins, renewals).

·     Analyze program usage data, resilience score trends, and satisfaction metrics (e.g., NPS) to assess impact and identify opportunities for deeper engagement.

·     Collaborate with AIR’s faculty, product, and operations teams to ensure customer feedback informs ongoing development.

·     Build and nurture relationships with key customer stakeholders—especially in health care and long-term care sectors—to support solution planning and long-term success.

·     Develop clear and consistent customer communications, including onboarding guides, training materials, and reports.

·     Support internal reporting by maintaining accurate records in AIR’s CRM and client tracking tools.

·     Help plan and execute strategies that increase program adoption, customer satisfaction, and renewals.

What We’re Looking For

 You are:

·     Adaptable: Comfortable working in a fast-evolving startup where priorities may shift quickly.

·     Entrepreneurial: Motivated by the opportunity to help shape a growing company’s trajectory.

·     Analytical: Able to interpret data to derive insights, measure impact, and make recommendations.

·     Digitally Comfortable: Confident navigating digital tools (including AI), platforms, and CRMs to support internal efficiency and hybrid service delivery.

·     Organized: Skilled at managing multiple projects, timelines, and communications without dropping the ball.

·     Communicative: A clear, thoughtful communicator—both written and verbal—with a customer-first mindset.

·     Collaborative: You thrive when working across teams and know how to build trust with internal and external stakeholders.

Nice to Have

·     Experience in health care, employee wellness, or B2B SaaS

·     Exposure to customer success platforms (e.g., HubSpot, Salesforce)

·     Educational background in psychology, social work, research, or business

·     You are a recent graduate

What We Offer

·     Competitive Compensation: $41,860–$50,960/year CAD annually for a 35-hour workweek—reflecting our commitment to fair pay, balance, and meaningful work

·     Comprehensive Health Benefits: We've got your back with a health plan that supports your well-being

·     Unlimited BrainGym Access: For you and your family—build mental fitness anytime, anywhere

·     Professional Growth from Day One: At AIR, your development is a priority. You’ll have opportunities to shape your role, lead projects, and grow with a company that’s scaling fast

·     Hybrid Flexibility: Work from home or join us at our beautiful waterfront HQ in Halifax (Modspace)—a bright, modern space that fosters collaboration and focus

·     Purpose-Driven Work: Make a tangible impact by helping organizations and frontline workers improve mental health outcomes and build resilience

·     A Culture That Cares: We’re a small, driven team that values kindness, curiosity, and collaboration. You’ll be surrounded by people who want you to thrive

AIR is committed to building a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, identities, and abilities.

Applications will be reviewed on a rolling basis, with a start date of September 2025.

Apply on LinkedIn or by email: office@air-institutes.com