Customer Success Associate

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

📋 Description

• Strategically oversee retention results across a diverse portfolio of small to mid-sized clients by independently assessing and prioritizing customer requirements.

• Evaluate customer health and usage indicators, and independently implement targeted outreach initiatives based on significant behavioral cues and signs of disengagement.

• Analyze, tackle, and proactively address customer cancellations by pinpointing root causes, assessing disengagement trends, and devising and executing re-engagement strategies using independent judgment.

• Facilitate 1:many virtual engagement sessions (such as Office Hours, Q&A, and training events) to proactively enhance customer value on a larger scale, customizing content to meet the audience's needs.

• Collaborate across departments with the Digital Success team to strategize, inform, and implement lifecycle campaigns and customer engagement paths using strategic insights.

• Exercise sound judgment in escalating and directing customer issues that require deeper assistance, using discretion to assess the level of intervention needed.

• Offer consultative assistance to customers as they navigate training resources and advanced product features, assessing customer context to recommend the best solutions.

• Monitor and document customer interactions and business results in CRM and customer success tools (such as Salesforce and ChurnZero), using insights to guide strategy.

• Identify and relay churn risks, product feedback, success stories, and strategic insights to internal stakeholders to impact lifecycle and retention planning.

• Promote a culture of continuous improvement by independently identifying and reporting systemic product or process challenges, adoption issues, and cancellation trends.

• Create and test targeted customer campaigns, assessing effectiveness and using judgment to refine messaging, timing, and delivery methods.

• Develop and customize live demonstration content and training agendas based on the needs of different customer segments.

• Perform additional duties as assigned.

⛳️ Requirements

• 2+ years of experience in Customer Success, Account Management, Support, or similar roles (preferably within B2B SaaS).

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment and remote work options.