Manage a portfolio of customers through onboarding, adoption, retention, renewals, and expansion. Build customer relationships, monitor health metrics, identify churn risks and growth opportunities, provide product training, coordinate issue resolution, maintain success documentation, track performance metrics, and relay customer feedback to internal teams.
About the Role
We're seeking a Customer Success Associate to drive customer adoption, satisfaction, and growth within our customer base. You'll be the primary point of contact for a portfolio of customers, ensuring they achieve their desired outcomes with our platform and become long-term advocates for our brand. This role combines relationship management, data analysis, and proactive problem-solving to maximize customer lifetime value.
Key Responsibilities
- Manage onboarding process for new customers, ensuring smooth implementation and initial value realization
- Maintain regular communication with customer portfolio through calls, emails, and success reviews
- Monitor customer health metrics and proactively address risks to retention and churn
- Identify expansion opportunities and collaborate with sales team on upsell/cross-sell initiatives
- Conduct product training sessions and educate customers on new features and best practices
- Resolve customer issues by coordinating with support, product, and engineering teams
- Create and maintain customer success documentation, playbooks, and resource materials
- Track and report on key success metrics including retention, expansion, and satisfaction scores
- Advocate for customer needs internally and provide product feedback to development teams
- Build strong relationships with key stakeholders and decision-makers at customer organizations
- Execute customer success campaigns and initiatives to drive product adoption
- Support contract renewal processes and expansion discussions with existing accounts
Requirements
- Bachelor's degree or equivalent professional experience in customer-facing roles
- 1-3 years of experience in customer success, support, account management, or sales
- Strong communication and interpersonal skills with ability to build rapport quickly
- Experience with CRM and customer success platforms (Salesforce, HubSpot, Gainsight preferred)
- Data-driven mindset with basic analytics and reporting skills
- Problem-solving abilities and customer-centric approach
- Ability to manage multiple customers and priorities simultaneously
- Technical aptitude for learning software products quickly
- Proactive mindset with ability to anticipate customer needs
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