Client Success Associate

Summary

Join a fast-growing company in the partner relationship management (PRM) space as a Client Success Associate! Ensure customers achieve desired outcomes and have an exceptional experience with the PRM software. Lead customer onboarding, provide technical support, and build strong relationships. Develop success plans, monitor product usage, and gather customer feedback. Track key customer success metrics and proactively refine strategies. This fully remote role offers opportunities for professional development and career progression within a collaborative team.

Requirements

• 2-4 years of experience in customer success, preferably within a B2B SaaS environment
• Proven ability to manage customer relationships and ensure satisfaction
• Strong technical aptitude with the ability to understand and communicate complex product features
• Excellent written and spoken communication skills in English
• Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce)
• Ability to troubleshoot technical issues and work collaboratively with engineering teams
• Highly organized with a customer-first mentality
• Self-motivated, proactive, and able to manage multiple tasks in a fast-paced environment
• Ability to adapt to a startup culture and take ownership of customer success processes

Responsibilities

• Lead the onboarding process for new customers, guiding them through the initial setup, product training, and ensuring they can use the PRM software effectively
• Provide technical support to customers by troubleshooting issues related to the PRM software
• Collaborate with the engineering team for complex escalations and resolution
• Build and maintain strong, trust-based relationships with key customer stakeholders, acting as their primary point of contact for questions and concerns
• Work with customers to develop success plans that align with their business goals
• Monitor product usage, engagement, and customer satisfaction, identifying areas for improvement
• Gather customer feedback on the product, advocate for customer needs, and communicate feature requests to the product team
• Keep customers informed of new product updates and best practices
• Monitor customer health metrics to identify at-risk accounts
• Develop and execute retention strategies, as well as identify upsell and cross-sell opportunities
• Track and report key customer success metrics, including customer satisfaction, Net Promoter Score (NPS), and customer lifetime value (CLV)
• Proactively refine strategies based on these metrics

Benefits

• Play a crucial role in shaping the customer experience and directly influencing the success of the customer base and the company
• Opportunity for professional development and career progression as the company scales
• Join a collaborative, supportive team where your contributions will have a direct impact on the business
• Fully Remote, 9 AM - 5 PM EST