Customer Sucess Associate

As a Customer Success Associate, youll be at the heart of our mission to ensure customers achieve their goals and realize the full value of our products and services. Build strong, trusted relationships with clients, guide them through onboarding, and proactively address their needs to drive success and satisfaction. Youll act as the bridge between customers and internal teams, ensuring seamless communication and collaboration to resolve challenges and unlock opportunities. This isnt just about checking in or managing accounts youll be the driving force behind customer retention, growth, and advocacy. By monitoring customer health metrics, identifying risks, and delivering tailored solutions, youll help clients thrive while contributing to the companys long-term success. Were looking for someone who can anticipate customer needs, think strategically, and deliver exceptional experiences at every touchpoint. If youre passionate about building relationships and driving impact, this is your chance to shine.

Responsibilities:

• Seller Onboarding & Training: Drive end-to-end seller onboarding, nurture potential leads, and deliver structured product training to ensure seamless adoption.
• Retention & Churn Analysis: Identify and address seller churn by analyzing uninstallation insights, engaging via preferred channels, and providing tailored retention strategies.
• Subscription Renewals & Account Management: Foster strong relationships with paid sellers to ensure subscription renewals and enhance their platform experience.
• Real-Time Engagement & Support: Monitor new installations/uninstallations via CRM, initiate timely follow-ups, and provide instant support via integrated helpdesk solutions.
• Lead Conversion: Develop a pipeline by transitioning free, trial, and expired-license users to paid subscriptions through proactive engagement.
• Multi-Channel Outreach: Connect with sellers via email, calls or preferred channels to enhance engagement and accelerate activation.
• Trial Period Optimization: Provide dedicated support during the trial to ensure successful onboarding and first-payment conversion.
• Revenue Growth: Drive Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), and one-time sales through strategic seller engagement.
• Proactive Lead Handling: Manage inbound queries, initiate real-time engagement with active visitors, and optimize conversion strategies.
• Upselling & Cross-Selling: Promote additional apps and managed services using case studies and consultative selling.
• Lead Monitoring & CRM Management: Track and follow up on CRM leads to enhance conversion rates and streamline the sales funnel.
• Support & Issue Resolution: Handle support tickets, minimize escalations, and collaborate with developers for real-time issue resolution.
• Product Feedback & Enhancement: Gather seller insights, log product improvement requests, and collaborate with internal teams for continuous optimization.
• Customer Satisfaction & Advocacy: Ensure exceptional seller experience through proactive engagement, issue resolution, and review generation.
• Performance & Time Management: Optimize daily productivity by effectively managing chat support, outreach, and engagement activities.

Requirements:

• 2 to 6 years of experience in customer success, account management, or business development in a SaaS or eCommerce environment.
• Strong understanding of Shopify and eCommerce website development (prior experience in Shopify development or sales is a plus).
• Excellent communication and problem-solving skills, capable of translating technical concepts for non-technical users.
• Ability to multitask and manage multiple client relationships effectively.
• Experience in creating proposals, negotiating contracts, and closing deals.
• Familiarity with CRM tools, ticketing systems, and in-app support platforms.