Customer Success Associate, Retention Team


FreshBooks Has a Big Vision

It turns out… unicorns are real! In fact, FreshBooks just became one after raising our valuation to more than $1 billion. And ever since launching in 2003, we’ve been on a steady incline towards one goal: Building easy-to-use accounting software for small business owners. It’s the goal that’s driven us to expand into five offices, serving customers in over 160 countries. And it’s the goal we’d love for you to be a part of as a member of our global team as we continue our journey.

The Opportunity 

The Customer Success Associate on the Retention Team is responsible for reducing and avoiding customer churn.  We are looking for a persuasive individual that will help us retain our core customer base.  You will be speaking to customers and handling objections and collecting information on how we may improve our product or service.  

Reporting to the Senior Manager, Customer Success our ideal candidate will proactively engage with customers to make recommendations that illustrate FreshBooks’ value and ultimately increase retention and long lasting relationships to potentially find upsell opportunities. You know what makes customers successful and what makes them leave, and you pull out all the stops to get them to stay.

What you will do:

  • Goes to great, sometimes extraordinary lengths, when speaking to customers to help them find solutions that are sometimes out of the box
  • Knows the main features and benefits of our application inside and out
  • Communicates complex messages in an accessible, friendly manner
  • Knows every question has an answer, and can either find it or create it! “No” is not part of the FreshBooks vernacular.
  • Provides outbound customer support with a minimum of 35 calls per day
  • Articulates FreshBooks’ value to unpaid account holders in order to turn them in to paid accounts
  • Enquires after customers churn to understand their motivation and collect information
  • Negotiate with customers to reactivate or avoid canceling their accounts
  • Desired Outcomes:
  • Meets or exceed assigned performance targets and KPIs
  • Meets or exceed minimum performance standards for calls per day

What you have:

  • 2+ years in a call center, customer service or sales environment
  • Excellent customer service skills
  • Experience with Zendesk, Drift and Salesforce preferred
  • Experience carrying quota
  • Good interpersonal skills, including empathy and patience
  • Strong organizational skills; ability to multitask and prioritize Exceptional communication skills;  written, listening and verbal 
  • Self motivated, with high energy and an engaging level of enthusiasm
  • High level of integrity and work ethic


Why Join Us:

We're a motivated bunch, with our eyes laser-focused on shipping extraordinary experiences to businesses. You will be surrounded by hardworking team members who share a common vision for what an amazing software company could be, and have the opportunity to help build an elite one, right here in downtown Toronto.


What You’ll Love About Working Here:

  • Three-week onboarding that brings you up to speed on our brand, product, and most importantly, our customers. It’s an awesome opportunity to dive in and understand what we’re all about and build your network within the company. Plus, there are prizes! 
  • Our ever-expanding, global team cares about making accounting incredibly easy for business owners around the world. 
  • Amazing growth and mentorship opportunities from a team with a laser-focused mission of shipping extraordinary experiences.
  • Collaborative remote or hybrid model with a global team
  • A work/life balance you can brag to your friends about:
  • Two weeks parental paid leave and paid leave top-up
  • Health & dental coverage tailored to your local office
  • Generous time off - including vacation, volunteer, and innovation days 
  • Health and Wellness credits 
  • Learning and development opportunities that are both in-house and external
  • Retirement savings programs matched to your local office 
  • Stock options for all full-time employees 
  • And finally, we have fun at work...Want to start a chess team? Awesome. Want to host a homemade-ice-cream-making Zoom night?  Whatever your passion is, bring it to FreshBooks, tell others about it, and enjoy what you do every day.

Apply Now

Have we got your attention? Submit your application today and a member of our recruitment team will be in touch with you shortly!

FreshBooks is an equal opportunity employer that embraces the differences in all of our employees. We celebrate diversity and are committed to creating an inclusive environment for all FreshBookers. All applicants are evaluated based on their experience and qualifications in relation to this position.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 416-780-2700 and/or

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