Duration Full time permanent

Salary $72,000 - $85,000 annually

Location Remote

Deadline to apply February 5, 2026
 

About Artefactual

As a professional services and open source software development company, Artefactual employs a network of international and multidisciplinary practitioners. We work together to help care for the world’s cultural memory by focusing on digital access and preservation. We provide hosting and on-premise services as well as implementation, proof of concept, and development projects with open source software at the core. We ground all our work in 4 core values:  openness, collaboration, sustainability, and trustworthiness.  Artefactual values the diversity of the people it hires and serves. We are committed to providing a collaborative, respectful, and supportive working environment.
 

About this Position

Reporting to the Head of Customer Success, this position is part of a team whose focus is on helping customers achieve their desired outcomes through their contracts with Artefactual.  This role participates in and contributes to a collaborative and customer-focused team to help meet Artefactual’s stated vision and mission. This person is a strong analytical thinker and can use analytical skills to examine company and customer data to support decision making. These skills are augmented by being a good communicator and listener and a desire to build systems and processes that make a positive impact on customer success and our customer relationships. The person in this role wants to help our customers solve their problems by understanding their needs and Artefactual’s limits.
 

Job Duties

Duty 1

Responsible for analyzing customer behaviour to identify risk and expansion opportunities

• Provides feedback to Product teams to enhance development roadmaps

• Creates reports or dashboards or other visualizations to record and share insights

• Participates in processes that allow the team to measure factors such as churn, retention, and customer satisfaction

• Carries out onboarding flows and escalation protocols

 

Duty 2

Responsible for customer lifecycle management

• Provides support to customers through their contracts with Artefactual including onboarding and, as required, training, reporting, proposing different products or services to meet customer needs and ensure they are achieving value from the product

• Provides input to Tier 2issues in partnership with other teams when needed 

• Escalates bugs and blockers within the team or to other teams as appropriate

• Liaises with the Partnership team to ensure required documentation is created and filed (eg: contract creation or renewal)

 

Duty 3

Responsible for managing or coordinating customer delivery projects

• Coordinates or carries out tasks as assigned on projects for new and existing customers, such as data mappings and migrations, workflow consulting, or preservation analyses.

 

Duty 4

Responsible for being a public representative of Artefactual

• Participates in sales and marketing activities or other company initiatives when needed

• Reflects Artefactual values in customer interactions
   

Job Skills and Qualifications

Must have:

• A curious mindset

• Experience working in a customer-facing environment

• Ability to develop or design processes or systems that analyse customer behaviour

• Excellent oral and written communication skills in English

• Skilled at delivering difficult messages with tact and professionalism

• Archival domain knowledge with special interest in digital preservation and online access and description

• Ability and interest in solving customer problems 

• Ability to navigate working on a team in a remote environment 

• At least 4 hours overlap with 8am-4pm Pacific Standard Time

• Legally able to work in Canada

 

Nice to have:

• Experience working in a customer service or customer success role

• Experience with problem management and change management processes in an IT domain

• Experience working in a software-related domain

• Experience teaching, training or instructing others

• Experience working as an archivist or digital preservationist

• Experience working with monitoring systems

• An interest in continuous improvement in service delivery

• Experience using Git or other software version control system

• Comfortable writing or using technical documentation 

• Experience with AtoM and/or Archivematica

 

How to Apply

Submit your covering letter and CV addressing the above skills and qualifications to jobs@artefactual.com