Customer Success Associate

Responsibilities

• Serve as the escalation point for SMB customers, managing inbound inquiries via email, chat, and phone.
• Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to Engineering with clear tickets.
• Conduct proactive client outreach to ensure engagement, monitor product usage, and share best practices.
• Become a product expert and contribute to customer-facing Knowledge Base with articles, tutorials, and guides.
• Serve as the voice of the customer, translating feedback into actionable insights for Product and Engineering teams.
• Collaborate with Implementation team for seamless post-sale handoff and onboarding.
• Monitor customer health to proactively address issues, drive adoption, and mitigate churn.
• Identify upsell and cross-sell opportunities.
• Contribute to improving customer success processes, tools, and playbooks.
• Maintain accurate client documentation including training records, escalations, and engagement history.

Requirements

• 1+ years in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably B2B SaaS.
• Bachelor’s degree or equivalent practical experience.
• Exceptional written and verbal communication skills.
• High technical aptitude and quick learner for new software.
• Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce).
• Strong problem-solving skills for ambiguous situations.
• Willingness to embrace unstructured, fast-paced startup environment.

Nice-to-haves

• Prior startup experience.
• Experience in Proptech or Fintech.
• Experience creating knowledge base content (articles, videos, FAQs).
• Familiarity with customer success metrics (e.g., NPS, CSAT, Time to Resolution).

Compensation & Benefits

• Competitive OTE + Pre-IPO equity.
• Flexible PTO and company holidays.
• Health benefits, 401(k) matching up to 4%, monthly gym stipend, daily lunch provided.