Client Success Representative

Client Success Representative

About Us

Vistera is an AI-accelerated professional services platform that replaces the billable hour with the delivered outcome. Small businesses get same-day access to senior legal, HR, and finance experts through our platform. Vero, our multi-agent orchestration layer, does the intake, research and prep. An experienced expert signs off on every outcome.

Vistera is built on 55 years of supporting Canadian businesses. We launched in August 2026, and client success sits at the centre of how small business owners find us, try us and come back for more.

Location: Coquitlam, BC

Position Type: Full time

Reports To: VP Revenue & US Operations

Department: Client Success

Compensation: $80,000 to $85,000/year

Position Summary

We're looking for a Client Success Representative which we call an “Expert Success Representative” to own the relationship with the professionals (lawyers, HR consultants, and finance experts) who power our platform. Think of this as a client success role, but your client is our expert community. As our network and transaction volume grow, this is a high visibility, high impact role with real room to shape how we support and grow this critical group.

You'll be responsible for the full lifecycle of the expert relationship: onboarding, activation, engagement, retention, and growth. You'll build the rhythms, touchpoints, and programs that keep our experts thriving on the platform.

What You'll Do

• Own onboarding & activation: Guide newly approved experts through setup, platform training, and their first engagements so they ramp quickly and confidently.
• Drive ongoing engagement: Build regular check in cadences (QBRs, health checks, pulse surveys) to understand expert satisfaction, utilization, and pain points.
• Monitor expert health metrics: Track engagement, responsiveness, client ratings, and utilization; proactively intervene when an expert's activity or satisfaction dips.
• Be the voice of the expert internally: Surface trends, blockers, and feature requests to Product, Marketing, and Leadership to continuously improve the expert experience. Seek out and document expert success stories that can be shared for marketing purposes.
• Support retention & growth: Identify experts ready for more client volume, higher tier engagements, or specialty focus areas, and connect them with opportunities.
• Manage escalations: Resolve expert side issues (billing, scheduling, client mismatches, platform friction) quickly and empathetically.
• Build scalable programs: As the network grows, design playbooks, resource libraries, and community touchpoints (webinars, office hours, recognition programs) that don't rely on 1:1 time alone.
• Partner cross functionally: Work closely with Client Success (SMB side), Sales, and Product to ensure supply (experts) and demand (SMB clients) stay balanced and both sides win.

What You Bring

• 3+ years in a client success, customer success, account management, or partner/community management role, ideally with a two sided marketplace or professional services background.
• A genuine passion for relationship management and a track record of building trust with a sophisticated, professional audience (attorneys, consultants, finance professionals, or similar).
• Comfort with ambiguity and building processes from scratch. You'll be defining the playbook, not just following one.
• Strong data instincts. You're comfortable using engagement and utilization metrics to prioritize your time and outreach.
• Excellent written and verbal communication; you can speak credibly with legal, HR, and finance professionals.
• Experience with CRM/CS tools (e.g., Zoho, HubSpot, Salesforce, Gainsight, or similar).
• Bonus: prior experience in legal, HR, finance, or professional services, or in a marketplace or gig platform environment.

Why Join Us Now

This is a genuinely exciting moment to join. Our Expert Network is expanding rapidly alongside client demand, and this role will directly shape how we scale that side of the marketplace. You'll have the autonomy to build programs and processes from the ground up, direct access to leadership, and the opportunity to grow into a bigger team building role as our expert base scales.

To learn more about Vistera, who we are, and our values come check us out at Vistera.ai.