Associate Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of client accounts while nurturing relationships and comprehending both business and technical objectives.

• Collaborate with senior team members to create customer success strategies that include defined goals and measurable results.

• Promote product adoption, enhance customer engagement, ensure satisfaction, boost retention, optimize license usage, and facilitate successful renewals.

• Track customer health, product usage, and engagement levels to pinpoint potential risks.

• Work alongside internal teams to resolve customer issues and handle escalations effectively.

• Foster customer advocacy and reference-ability to aid in new business development.

• Support customer service operations with enhancement requests and escalations.

• Assist clients during upgrades, product releases, new feature introductions, and other significant service milestones.

• Partner with sales, support, professional services, engineering, renewal, partner, account, and executive teams.

• Leverage customer survey insights to inform the product roadmap and drive continuous performance enhancements.

• Comply with established internal controls.

• Report directly to the Associate Director of Customer Success.

⛳️ Requirements

• Excellent communication and relationship-building abilities, with a preference for candidates with prior customer-facing experience.

• Familiarity with SaaS or technology products is advantageous.

• Developing presentation skills paired with a friendly, positive, and approachable attitude.

• A keen interest in technology and a readiness to learn new products, technical concepts, and customer workflows.

• Proven empathy for customers and a genuine passion for contributing to revenue and growth.

• Self-driven, organized, and at ease with taking the initiative and managing various priorities.

• Basic proficiency in Salesforce, JIRA, GIT, Zoho, and/or comparable Customer Service Portals.

• Knowledge of the Salesforce Development Ecosystem is a plus.

• Bachelor’s degree in a relevant discipline or equivalent practical experience.

• Enthusiasm for pursuing a career in Customer Success and a desire to learn from senior colleagues.

• Previous experience in customer success roles or related fields is beneficial.

• Must reside in and be legally eligible to work in the USA.

• Must be located specifically in the Central time zone.

🏝️ Benefits

• Fully remote position.

• 10% travel opportunity/requirement.

• In-person element included in the interview process.