Customer Success Associate

Overview:

Designation

Experience

Location

Skills and Experience Required:

1. Strong relationship-building skills with the ability to manage multiple customer accounts confidently.
2. Clear and persuasive communication across email, calls, and meetings.
3. Ability to understand customer business workflows and translate them into product adoption strategies.
4. Solid analytical thinking to identify usage gaps, risks, and upsell opportunities.
5. Skilled in expectation management, escalation handling, and business reviews.
6. Fast learner who can quickly grasp new features and guide customers through changes.
7. Structured documentation skills for capturing meeting notes, success plans, and customer insights.
8. Strong ownership mindset — proactive in preventing churn and ensuring value delivery.

Key Responsibilities

1. Understand product features and capabilities in different modules.
2. Ensure customers achieve measurable value and sustained product adoption across all modules.
3. Conduct Periodic reviews to guide customers through best practices.
4. Identify usage gaps, risks, and opportunities for upsell or expansion.
5. Manage customer accounts end-to-end, including expectations, escalations, and stakeholder alignment
6. Track customer health and usage levels; take proactive steps to prevent churn.
7. Coordinate internally with product, engineering, sales, and finance teams to drive customer outcomes
8. Roll out new features to customers, including communication, training, and adoption tracking.
9. Drive payment follow-ups and collections in collaboration with the finance team
10. Gather and structure customer feedback; recommend improvements to product and processes.
11. Capture customer success stories and case studies to showcase impact.

What you can expect: