Customer Success Associate

Summary

Join Helpshift's Customer Success team as a Customer Success Manager, building strong relationships with SMB and mid-market clients. You will conduct quarterly business reviews, establish key performance indicators, and act as a product expert. Responsibilities include supporting customers with billing, data performance, and product information, communicating technical knowledge, handling escalations, and responding to inquiries within 24 hours. This role requires strong communication skills, experience supporting SMB customers, and data-driven decision-making. The ideal candidate thrives in fast-paced environments and has experience working in a customer-centric role, directly supporting 100+ customers.

Requirements

• Have 1+ years experience helping SMB customers reach their goals, while surpassing your teams’ measures of success in the process
• Have 2+ years professional work experience
• Be data-driven and leverage data to formulate strategic recommendations
• Adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
• Have experience working in a customer centric role to develop relationships and meet business objectives
• Have directly supported 100+ customers in a business setting and are comfortable with the dynamic nature of shifting priorities on a day-to-day basis
• Be able to effectively communicate in English (both verbally and in writing)

Responsibilities

• Build strong executive and business user relationships with Helpshift’s SMB( Small to Medium Sized Businesses) and mid-market customers
• Conduct quarterly business reviews and work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals, increasing renewals, and reducing churn
• Be the Helpshift product expert from the business user perspective, and become a trusted, strategic advisor for every customer you engage with
• Support customers with questions across all areas including billing, data performance, contract details and product information
• Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK ( Software Development Kit) configurations and internal Dashboard setup
• Work with your manager to handle customer escalations and find resolutions that yields the best outcome for both Helpshift and the customer
• Respond to customers inquiries within 24 hours and, as needed, to high priority client inquiries throughout the day, evening, and weekend when necessary