Full-Time Customer Success Associate

The Customer Success Associate (CSA) supports and retains our low-touch customer segments by strategically managing a broad portfolio of customers to drive product adoption, proactively identify and mitigate churn risks, and support renewal outcomes.

Primary Duties & Responsibilities:

• Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers.
• Analyze customer health and usage signals and autonomously execute targeted outreach strategies.
• Analyze, address, and proactively combat customer cancellations.
• Lead 1: many virtual engagement sessions to proactively drive customer value at scale.
• Collaborate cross-functionally with the Digital Success team to design, inform, and execute lifecycle campaigns.
• Apply sound judgment in escalating and routing customer concerns requiring deeper support.
• Provide consultative support to customers navigating training resources and advanced product functionality.
• Track and document customer interactions and business outcomes in CRM and CS tooling.
• Identify and communicate churn risks, product feedback, success stories, and strategic insights with internal stakeholders.
• Contribute to a culture of continuous improvement by independently identifying and reporting systemic product or process issues.
• Design and test targeted customer campaigns, evaluating effectiveness.
• Develop and tailor live demo content and training agendas based on customer segment needs and product adoption trends.
• Performs other duties as assigned

Minimum Education & Work Experience:

• 2+ years in Customer Success, Account Management, Support, or related roles (preferably in B2B SaaS).

Key Skills and Qualifications:

• Passion for delivering exceptional customer experiences.
• Strong communication and relationship-building skills across multiple channels.
• Experience navigating and leveraging CRM and customer systems (Salesforce, Gainsight, Zendesk, etc.).
• Demonstrated ability to prioritize, manage time effectively, and work independently.
• High emotional intelligence.
• Familiarity with subscription-based business models and interpretation of customer health metrics is a plus.

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