Customer Success Associate

Location: Toronto, Ontario, In-office 5 days a week @ 507 King Street East

Baseline Software is looking for a critical employee to help shape the future of our company: a Customer Success Associate. This is an unconventional job posting for an unconventional role.

To cut to the chase, here are the character traits we’re looking for:

• Someone of exceptional intelligence
• A proven track record of uncommon ability (no matter what form that has taken previously)
• A tenacity that drives you to manoeuvre past roadblocks wherever they appear
• A relentless ambition and desire to be a future CEO and/or business owner
• A willingness to invest the vast majority of your personal time and energy into this role
• Likeability and an ability to work effectively with any personality type

And here’s where this role is different from the other Customer Success jobs that you’ve likely been looking at. We’re not weighting for things like:

• Past professional work experience
• A Customer Success background
• A passion for B2B SaaS or private credit
• The software you know how to use

If the list of character traits we’ve outlined sounds like you, we’re interested in you for this role, whoever you are.

What is a Customer Success Associate at Baseline?

The Customer Success Associate role at Baseline has a few primary facets, incorporating various traditional Customer Success practices. Above all else, you will be tasked with developing an exhaustive understanding of the business practices, workflows, needs and pain points of our clients. Our clients are operators of Private Credit businesses in the US who make real-estate secured loans, primarily to real estate investors and developers.

The majority of your time as a Customer Success Associate will be spent in these areas:

• Onboarding new clients onto the Baseline platform with custom, high-touch trainings that help them quickly adopt our platform as their lending operating system
• Consulting with clients on private credit best practices to help our customers’ businesses grow
• Providing front-line support via chat, email, phone, and video conferencing to help resolve customer issues and prevent additional ones
• Managing customer relationships and expanding product usage (and revenue) by proving ROI from our platform and delivering results to clients by whatever means necessary based on your encyclopedic knowledge of their businesses
• Relentlessly focusing on platform quality and usability by identifying bugs, and usability issues, and rolling up customer feedback to our product & engineering team
• Writing support content, recording support videos, and training AI tools to help Baseline scale profitably

You will also have the opportunity to work on a vast array of other initiatives that help the Baseline business excel, including but not limited to Sales, Marketing and Events.

Why this opportunity?

If you’ve made it this far, it is undoubtedly already clear to you that this job will be extremely challenging, and far from an ordinary 9-5.

But here’s what’s in it for you:

• An opportunity to directly enter the Customer Success team of an extremely fast-growing B2B SaaS company without any prior relevant work experience, based upon your skills and character
• An unmatched career accelerant, giving you direct exposure to and ownership of the most important Customer Success disciplines in a customer-obsessed environment
• The ability to see the tangible impacts on the overall success of the Baseline business, based directly on your efforts, and the associated sense of purpose and meaning in your work that delivers
• An opportunity to work on, give input to, and learn about the entire operating methodologies of a fast-growing SaaS startup
• Massively increased earning potential due to the skills and experience you will develop in this role, both inside and outside of Baseline
• Empathetic and devoted leadership, coaching and mentoring from a tech industry CX veteran
• A meaningful equity stake that gives you significant skin in the game for the 10-year vision of the Baseline business
• A comprehensive benefits package including 100% medical, dental, drug, paramedical and vision coverage up to generous maximums

The annual compensation for this role is fixed at $70,000, with an opportunity to earn above-market benchmarks in the future based on your contributions to the continued success of the company.

This is a full-time in-office position, with 5 days a week required at our building located at 507 King Street East, Toronto.

What is Baseline?

Baseline sells a ‘lending operating system’ for Private Lenders based in the US, who make real estate secured loans, primarily to real estate investors (i.e. house flippers) or developers. Our platform allows lenders to originate and service loans, manage borrowers and investors, streamline business processes and create technology-enabled workflows that allow them to expand their businesses and improve profitability.

Baseline was founded in 2022 and raised a $2.2m CAD seed round in May 2024. We have experienced 300%+ revenue growth in 2024 and are projecting this trajectory to continue into 2025. We have a market-leading product in our category and have ambitions to become the dominant software in the entire private lending industry.

Interested in applying? You must email Henry Hayes, Baseline’s Head of Customer Success, and let him know why you’re a fit for this role based on what you read in this job description.