Customer Success Associate

Responsibilities

• Account Management: Manage a portfolio of 60 low-maintenance accounts, serving as the main point of contact and ensuring all client needs are addressed.
• Client Engagement: Conduct regular check-ins, quarterly connects, and proactive outreach to maintain strong relationships and keep client satisfaction high.
• Reporting: Monitor performance and deliver accurate End-of-Month reports, highlighting key metrics, risks, and opportunities for improvement.
• Collaboration: Partner with Team Leads and Onboarding Specialists to manage client requests, understand agent feedback, resolve issues, and identify areas for optimization.
• Growth Opportunities: Track account performance and identify opportunities such as expansions, Growth Assistants, Partnerships, and Gorgias Automate.
• Quarterly Business Reviews: Support the preparation and delivery of QBRs by providing data, insights, and performance summaries.
• Problem Resolution: Act as the first point of contact for client inquiries, ensuring issues are addressed quickly with cross-functional coordination.
  

• 1–2 years of experience in a customer-facing role such as Customer Success, Client Services, or Account Management
• Excellent written and verbal communication skills with confidence in presenting information
• Strong organizational and time management abilities, comfortable handling multiple accounts
• Experience working with client data, identifying trends, and spotting opportunities
• Proactive, solutions-oriented, and able to anticipate client needs
• Familiarity with E-commerce tools or the E-commerce industry is a plus
  

Internet

• DSL, Cable, or Fiber connection – LAN required (35 Mbps minimum)
• Backup internet (15 Mbps minimum)
  

Hardware

• Laptop/Desktop: Minimum Core i5 or Ryzen 5 with at least 8GB RAM
• Desktop/Laptop only (no tablets or smartphones for working tools)
  

• Competitive pay with annual performance-based increases
• Paid time off so you can rest and recharge
• Health and dental insurance or a health stipend
• Comprehensive health and dental coverage
• Holiday bonuses in appreciation of your hard work
• Fully remote setup — work from anywhere you're comfortable
• Opportunities to grow with us as we scale