Customer Success Associate

Job Description

Partners with customers to drive product adoption, ensure value realization, and support retention. This role focuses on onboarding new customers, answering product questions, monitoring health signals, and coordinating with Sales, Support, and Product to improve the customer experience.

Core responsibilities:

Onboard new customers: run kickoff calls, set expectations, provide product walkthroughs, and guide customers to first value.
Customer relationship management: build trust with assigned accounts through regular check-ins and proactive outreach.
Usage and health monitoring: track product usage, identify at-risk accounts, and escalate or remediate issues.
Issue coordination: triage customer problems, coordinate with Support/Engineering, and follow up until resolution.
Enablement & education: create and deliver training materials, help articles, and short how-to sessions.
Renewals & expansion support: surface upsell opportunities and support the renewals process by preparing account health summaries and business reviews.

Qualifications

High school Diploma or equivalent.

Technical aptitude: ability to learn software quickly, comfortable with basic troubleshooting and using CRMs, ticketing systems, and analytics dashboards.
Communication: excellent written and verbal communication skills; comfortable presenting to small customer groups.
Skills: strong empathy, problem-solving, time management, attention to detail, and a proactive mindset.

Benefits:

Competitive base salary and performance bonus/commission opportunities
Health insurance: medical, dental, and vision (company-paid contribution)
Retirement plan
Paid time off: generous vacation, sick leave, and public holidays
Parental leave: paid maternity/paternity/adoption leave

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Administrative & Office Support Sector