Job Title: Customer Success Associate

Level: Junior

Working Hours: Full Time (40h/Week)

Contract: Employee

Location: Remote (US)

Due to strict requirements in our customer contracts within the U.S., we can only consider candidates who are United States citizens for this role. The position involves direct interaction with, and access to, sensitive information and environments covered by these agreements, which legally limit participation to U.S. citizens.

Your Team 👥

You will report to our Head of Global Customer Success and join the Sales team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department.

Who We Are Looking For ✏️

As a Customer Success Associate, you will support the go-to-market team in delivering exceptional experiences to our customers while helping ensure strong adoption, satisfaction, and retention. In this role, you will work closely with cross-functional teams to assist customers throughout their lifecycle — from onboarding to ongoing engagement and technical support, owning renewals and upsells targets. You will help monitor customer health, support training initiatives, and contribute to building strong, long-term relationships with our customers. We’re seeking someone passionate about technology, eager to learn, and excited to help customers succeed with our open-source communications platform. This role is ideal for someone who enjoys problem-solving, building relationships, and developing expertise in Customer Success within a fast-paced SaaS environment.

Mandatory Hard Skills 🎯

• Experience in Customer Success, Account Management, Customer Support, Technical Support, or other customer-facing roles within a B2B SaaS environment;
• Experience working with SaaS platforms and software products, with the ability to understand product functionality and communicate value to customers;
• Strong technical acumen with the ability to quickly learn technical concepts related to software platforms, APIs, integrations, and product configurations;
• Experience interacting with technical stakeholders (such as developers, IT teams, or solution architects) and ability to confidently navigate technical discussions;
• Understanding of Customer Success metrics and indicators such as NPS, customer health scores, churn, product adoption, and engagement;
• Experience supporting customers onboarding, product training sessions, or product demonstrations;
• Experience working with CRM or Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight, or similar tools);
• Strong organizational and time management skills, with the ability to manage multiple customer interactions and priorities simultaneously;
• Excellent written and verbal communication and presentation skills;

Desirable Hard Skills 💕

• Active U.S. Security Clearance (or eligibility to obtain one) is a strong plus.
• Familiarity with open-source technologies is a plus.

Soft Skills ✨

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes, demonstrating a strong sense of responsibility and commitment;
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
• Share: Communicating openly and transparently ensures clarity and honesty in interactions.

What You'll Do 🖥️

• Manage a portfolio of customer accounts with a focus on driving adoption, satisfaction, renewals, and expansion opportunities;
• Support go-to-market teams (e.g., Account Executives, Customer Success Managers, Pre-Sales, and other customer-facing teams) to ensure a seamless customer experience and successful account outcomes;
• Own day-to-day relationships with assigned customers, acting as a key point of contact and helping them achieve their desired outcomes with the platform;
• Assist customers throughout the lifecycle, including onboarding coordination, product walkthroughs, technical support and training sessions to ensure successful product adoption;
• Monitor customer health indicators such as engagement, product usage, and feedback to proactively identify risks and opportunities;
• Maintain accurate CRM records and ensure strong system data hygiene by keeping customer interactions, account updates, and lifecycle activities properly documented;
• Support and contribute to commercial outcomes by identifying, tracking, and helping close renewal and upsell opportunities within your portfolio;
• Work toward achieving individual and team targets related to renewals, account growth, and customer retention;
• Prepare and support customer meetings, check-ins, and business reviews, ensuring clear follow-ups and action plans;
• Identify customer needs, pain points, and additional use cases that may lead to expansion opportunities;
• Collaborate closely with internal teams such as Sales, Product, and Support to ensure customer feedback is shared and customer needs are addressed effectively;
• Maintain proactive and consistent communication with customers to ensure they continue to realize value from the platform.