Customer Success Associate

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

📋 Description

• Act as the primary liaison for a designated portfolio of existing Hyper-Reach customer accounts.

• Manage the complete renewal process, which includes monitoring contract expirations, conducting outreach at 90/60/30-day intervals, and overseeing renewals until signature.

• Assess account health and product usage to detect potential dissatisfaction or churn risk and escalate as necessary.

• Collaborate with Support and Product teams to address customer concerns and advocate for their needs internally.

• Recognize signals for expansion or upselling and direct qualified opportunities to the growth/sales team.

• Assist in the transition of new customers from Sales and Implementation into the assigned portfolio.

• Collect and communicate customer feedback to drive enhancements in products and processes.

• Monitor and report on renewal rates, retention, and other key account health indicators.

• Contribute to the development of a customer success playbook alongside the VP of Sales.

• Track metrics and relationships to identify and manage accounts at risk.

• Collaborate with Sales to establish a customer referral pipeline.

⛳️ Requirements

• 1–2 years of experience in account management, customer success, client services, or a related client-facing position.

• Familiarity with SaaS is advantageous, though not mandatory.

• Excellent written and verbal communication skills.

• A genuine passion for fostering long-term customer relationships.

• Highly organized and detail-oriented.

• Ability to manage multiple accounts, deadlines, and renewal dates concurrently.

• Proficient in learning and utilizing CRM and customer-success tools, including Pipedrive.

• Self-driven and capable of working effectively in a fully remote setting.

• Collaborative mindset with a strong focus on customer satisfaction.

• Willingness to learn and grow.

🏝️ Benefits

• Mentorship opportunities for early-career professionals.

• Significant potential for career advancement.

• Learning from best practices shared across Valsoft’s network of over 150 vertical software companies.

• Fully remote work arrangement.