Customer Success Associate

Summary

Join Forerunner as an energetic Customer Success Associate and become a trusted advisor to our partner communities. Ensure customer health by deeply understanding their workflows and needs, maximizing their investment in Forerunner software. Drive product activation through user communications and customized onboarding. Support account expansion by identifying opportunities and collaborating with the sales team. Share success stories and coordinate with other teams to improve the product. Contribute to the development of customer success policies and procedures. Help spread the word about Forerunner and engage customers in conversations about how software can transform their data and workflows.

Requirements

• Be an excellent, empathetic communicator. Build trust with customers through written and phone/video communication
• Be detail-oriented and committed to quality. Share our passion for creating value for customers
• Be comfortable with a high degree of ambiguity. Be nimble in prioritizing work and take on additional responsibility
• Have 2+ years of professional experience with a track record of meeting or exceeding goals

Responsibilities

• Ensure customer health. Become a trusted advisor to our partner communities, deeply understand their workflows and needs, and ensure that they derive maximum value from their investment in Forerunner, leading to project success, retention, and renewal
• Provide product activation. Provide user communications, customized in-app onboarding, and continued learning to ensure that our partner communities are fully utilizing their Forerunner software
• Support account expansion. Identify expansion opportunities and drive business outcomes in partnership with the sales & leadership team
• Create case studies and learning opportunities. Evangelize Forerunner success stories throughout all of your accounts to help our community partners grow
• Coordinate with the Marketing, Product and Engineering teams. Share the customer’s experience, ideas, and key concerns with the Product and Engineering teams to both aid the customer and move the product forward
• Provide meaningful contributions to the development of CS policy and procedure. As an early member of our customer success team, your ideas and feedback will be crucial in setting our team up for ongoing success

Preferred Qualifications

• Have experience supporting SaaS software
• Have interest or experience in the GovTech space, floodplain management or flood insurance, GIS/mapping, or project management for government clients

Benefits

• Competitive compensation
• Health/vision/dental coverage
• Commuter benefits
• Quarterly wellness reimbursement
• Remote-first organization with schedule flexibility