Associate Customer Success Manager

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

📋 Description

• Oversee the commercial well-being of a substantial customer portfolio utilizing tech-touch, low-touch, and semi-automated engagement techniques.

• Engage with customers via phone and online meetings, including platforms like Zoom and Microsoft Teams.

• Facilitate the complete renewal process, encompassing outreach and negotiations.

• Track customer health metrics and usage statistics to pinpoint at-risk and high-potential accounts.

• Recognize customers primed for broader solutions and transition them to sales or expansion teams.

• Develop, test, and enhance automated customer interactions such as emails and in-app alerts.

• Leverage customer behavior data and key milestones to initiate personalized automated outreach.

• Evaluate campaign effectiveness and customer insights to boost digital engagement.

• Collaborate with Marketing, Product, and Sales teams to provide a cohesive customer experience.

• Work together on knowledge base articles, video tutorials, and newsletters.

• Supply voice-of-the-customer insights to Product and assist in renewal forecasting.

• Promote customer retention, reduce churn, generate qualified expansion leads, enhance campaign performance, expand automation reach, and maintain portfolio health.

⛳️ Requirements

• 1–3 years of experience in Customer Success, Account Management, or Sales Operations.

• SaaS experience is highly preferred.

• Outstanding organizational skills and self-driven motivation.

• Capability to manage a substantial number of accounts and deadlines independently.

• Proficient in using CRM tools, particularly Salesforce.

• Ability to utilize data to narrate a story and inspire action.

• Skill in crafting concise and engaging digital content.

• Competence in conducting professional business discussions during renewals.

• Focus on automating routine tasks while prioritizing high-value interventions.

🏝️ Benefits

• 80% Base / 20% Variable compensation structure.

• Comprehensive health insurance options.

• Wellness initiatives that support physical and mental health.

• Traditional and Roth 401(k) retirement savings plans with company matching.

• Remote-first work culture with flexible hours.

• 15 observed holidays in addition to paid time off (PTO).

• Paid parental leave.

• Paid life insurance coverage.

• Short-term and long-term disability insurance.

• Programs for employee recognition.

• Counseling services and resources for personal and professional challenges.

• Open communication regarding company objectives, strategies, and performance.

• Regular feedback opportunities and performance evaluations.

• Anti-bias and anti-harassment training initiatives.

• Trust and autonomy in decision-making processes.

• Flat management structure with approachable leadership.

• Opportunities for career advancement into Senior Customer Success, CS Operations, or Account Management roles.