Customer Success Associate - Remote

Overview

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—primarily through data-driven workflows, lifecycle playbooks, and targeted outreach that requires independent judgment and discretion on matters of significance.

In Short

• Manage retention outcomes across a pooled portfolio of customers.
• Analyze customer health and usage signals for targeted outreach.
• Combat customer cancellations by identifying root causes.
• Lead virtual engagement sessions to drive customer value.
• Collaborate with the Digital Success team for lifecycle campaigns.
• Provide consultative support for training resources and product functionality.
• Track customer interactions in CRM and leverage insights.
• Identify and communicate churn risks and product feedback.
• Contribute to continuous improvement by reporting issues.
• Design targeted customer campaigns and refine strategies.

Requirements

• 2+ years in Customer Success or related roles.
• Strong communication and relationship-building skills.
• Experience with CRM systems like Salesforce or Zendesk.
• Ability to prioritize and manage multiple accounts.
• High emotional intelligence in customer interactions.
• Familiarity with subscription-based business models is a plus.

Benefits

• Opportunity to work in a dynamic environment.
• Engagement with a diverse customer portfolio.
• Continuous learning and improvement opportunities.
• Collaboration with cross-functional teams.
• Potential for career advancement in Customer Success.