Customer Success Associate (CSA)
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.
Primary Duties & Responsibilities:
- Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers using independent evaluation and prioritization of customer needs.
- Analyze customer health and usage signals and autonomously execute targeted outreach strategies based on key behavioral triggers and disengagement indicators.
- Analyze, address, and proactively combat customer cancellations by identifying root causes, evaluating disengagement patterns, and developing and executing re-engagement strategies using independent judgment.
- Lead 1: many virtual engagement sessions (e.g., Office Hours, Q&A, training events) to proactively drive customer value at scale, tailoring content to audience needs.
- Collaborate cross-functionally with the Digital Success team to design, inform, and execute lifecycle campaigns and customer engagement journeys using strategic insight.
- Apply sound judgment in escalating and routing customer concerns requiring deeper support, using discretion to determine level of intervention.
- Provide consultative support to customers navigating training resources and advanced product functionality, evaluating customer context to recommend optimal solutions.
- Track and document customer interactions and business outcomes in CRM and CS tooling (e.g., Salesforce, ChurnZero), and leverage insights to inform strategy.
- Identify and communicate churn risks, product feedback, success stories, and strategic insights with internal stakeholders to influence lifecycle and retention planning.
- Contribute to a culture of continuous improvement by independently identifying and reporting systemic product or process issues, adoption challenges, and cancellation trends.
- Design and test targeted customer campaigns, evaluating effectiveness and using judgment to refine messaging, timing, and delivery strategies.
- 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 and a proactive, consultative approach to problem-solving.
- Strong communication and relationship-building skills across multiple channels (phone, email, chat, and written correspondence).
- Experience navigating and leveraging CRM and customer systems (Salesforce, Gainsight, Zendesk, etc.).
- Demonstrated ability to prioritize, manage time effectively, and work independently across multiple accounts and internal stakeholders.
- High emotional intelligence with the ability to balance empathy and assertiveness in customer interactions.
- Familiarity with subscription-based business models and interpretation of customer health metrics is a plus.
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.
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