Customer Success Associate

Job Description

Job Objective: Proactive and goal-oriented Associate CSM to manage a large portfolio (50-100 accounts) of low-value B2B clients with the primary goal to retain customers, reduce churn, and implement scalable and efficient engagement strategies. Ideal for someone who thrives in a fast-paced environment, is process-driven, and has a passion for customer relationships (at scale). Key Responsibilities: Customer Relationship Management: Serve as the primary point of contact for the assigned accounts. Monitor customer health metrics and proactively address risks of churn. Retention & Churn Management: Identify at-risk accounts early and deploy interventions to retain them. Execute retention strategies including education, engagement campaigns, and upsell opportunities where relevant. Customer Onboarding & Adoption: Manage onboarding process for new customers using standardized templates and scalable communication (email, webinars, automated walkthroughs). Drive product adoption where applicable, by educating customers on features, best practices, and use cases. Data-Driven Success: Track usage data, engagement trends, and churn risk signals. Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to relay customer feedback and advocate for improvements. Partner with Marketing to deploy one-to-many engagement strategies (drip campaigns, newsletters, QBR webinars). Qualifications: 3-5+ years experience in Customer Success, Account Management, or a client-facing role (preferably in a SaaS or B2B environment). Proven track record of managing a high volume of accounts with measurable impact on churn and customer satisfaction. Excellent organizational and time management skills. Strong communication skills (written and verbal); able to convey technical and non-technical content clearly. Experience using CRM and Customer Success tools Self-starter with a proactive mindset and results-driven approach Good with MS Excel and tools used for broadcasting and tracking communications Show more Show less