Customer Success Associate

Summary

Join Liferaft as a Customer Success Associate and bridge customer success and frontline support. Manage a portfolio of customer accounts, building relationships, driving engagement, and ensuring clients utilize the Navigator platform effectively. You will also triage incoming support requests and guarantee timely resolutions. This role offers growth into a Customer Success Management position, enhancing skills in customer engagement, problem-solving, and process improvement. The position involves managing customer success and support tasks, requiring strong relationship management and problem-solving skills. Liferaft offers a competitive compensation plan, flexible PTO, a remote-first workplace, and investment in personal and professional growth.

Requirements

• 1-2 years of experience in a Customer Success, Customer Support or related role
• Strong relationship management skills and a passion for customer advocacy
• Familiarity with CRM tools (e.g., Salesforce, Catalyst) and customer support software
• Excellent communication skills, both verbal and written, with a professional demeanor
• Proven problem-solving skills with a proactive approach to challenges
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment

Responsibilities

• Drive Platform Usage: Create and execute action-oriented customer introduction, training, and adoption plans to maximize the use of the Navigator platform
• Success Planning: Collaborate with customers to define clear business outcomes and build success plans with objectives, stakeholders, milestones, risks, and metrics
• Relationship Building: Establish and maintain strong relationships with account stakeholders to support new opportunities and secure their advocacy for LifeRaft
• Revenue Management: Utilize support from the Revenue Team to manage a designated book of business, identifying renewal and expansion opportunities
• Monitoring Trends: Analyze usage trends and health scores to uncover renewal risks and drive end-user engagement
• Performance Measurement: Measure and report on customers’ achievement of critical performance indicators to both internal stakeholders and external customer sponsors
• Client Education: Advise and educate clients on technical and support questions, ensuring timely and empathetic resolution of issues
• Issue Resolution: Investigate customer complaints, troubleshoot reported issues, and escalate complex problems to relevant departments
• Relationship Management: Develop and maintain excellent relationships with clients, ensuring service level agreements are met and exceeded
• Feedback Collection: Gather customer feedback to communicate internally for continuous product improvements and feature enhancements
• Knowledge Management: Collaborate with cross-functional teams to maintain a comprehensive knowledge base and develop support documentation

Benefits

• Competitive compensation plan & benefits
• Flexible PTO – Take a minimum of 15 days/year with no cap beyond
• Remote-first workplace with optional access to office space and flexible working hours
• Investment in personal and professional growth
• $750 Yearly Lifestyle Subsidy
• Cell phone reimbursement
• Company-sponsored social events and team-building activities
• Diversity, Equity & Inclusion Committee
• Authentic, engaged team, who value work life balance