Customer Success, Senior Associate
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Job Location:
Monthly Salary:
Posted on:
6 days ago
Vacancies:
1 Vacancy
Job Summary
Overview
We are looking for a detail-oriented and proactive Senior Customer Success Associate to own the management of automated customer accounts predominantly based in the US. This role focuses on delivering high-quality support through efficient ticket management customer onboarding reporting and assisting with a small number of managed accounts.
This is a hands-on high-impact role for someone who thrives in a fast-paced environment. Youll also gain exposure to managed enterprise accounts working closely with your manager to support strategic relationships and manage your own book of strategic APAC-based accounts.
What Youll Be Doing
Automated Customer Management (Core Focus)
Own and manage 200 customer accounts via a ticketing system
Respond to all customer queries within a 24-hour SLA
Deliver clear helpful communication that minimizes customer effort
Own onboarding for new automated customers including conducting webinars account set-up and communications enrollment
Take ownership of renewals identify churn risks and ensure continuity
Track and report ticket volumes response times and SLA adherence
Spot trends early and flag areas for improvement in product support or processes
Keep all automated customer playbooks updated.
Ensure customer interfaces assets and materials are clean and up-to-date (including links copy and relevant content).
Own automated communications to customers ensuring timely and accurate delivery.
Managed Account Support
Support 2 key accounts (India-based) alongside your manager
Act as a day-to-day contact for customer queries (including WhatsApp); summarize communications and align internally on next steps
Creation of materials for meetings and proposals
Support ad hoc requests tied to customer needs
Managed Account Ownership
Own the relationship with 2 key India-based accounts running quarterly meetings
Understanding of business needs for customers & proposing initiatives to align with these
Ownership of renewal analysis of risk & opportunities & flagging growth opportunities & retention risks to manager
What Were Looking For
2 years experience in customer success support operations or similar
Strong spoken and written communication skills clear concise and empathetic
Highly organized with the ability to juggle multiple priorities
Comfortable working with data and identifying patterns
Strong problem-solving skills able to identify and propose effective solutions
Proactive mindset you dont wait to be told what to do
Ability to work autonomously setting your own tasks and priorities to achieve goals
Adaptable and comfortable working in a fast-paced evolving environment able to handle changing scopes wear multiple hats and keep up as the organization grows
Interest in sustainability climate or impact-driven businesses
Familiarity with ticketing systems or CRM tools (Zendesk Hubspot Salesforce)
Why Join Us
Work at the intersection of sustainability and technology
Be part of a fast-moving startup where your work has visible impact
Learn quickly with exposure to both scaled (automated) and enterprise customers
Opportunity to grow as the company scales
Required Experience:
Senior IC
About Company
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