Customer Success Associate

Skills

About the Role

You will support the day-to-day experience of clients by helping active users get value from the platform through support, training, and consistent engagement. You will guide new users through onboarding, help current users build productive habits, and surface early signs of low usage so the team can take action. You will work closely with Account Managers and partner with Account Executives, the support team, and product teams to share insights that improve the client journey. You will run 1:1 onboarding sessions, reach out to low-activity users through email and warm calling, deliver tailored training, and capture user feedback to flag opportunities for improvement.

Requirements

• 1+ years of experience in high volume outreach or user support
• Comfortable speaking with a wide range of user types and guiding them through platform training
• Able to distill and explain complex issues in simple terms
• Strong at building rapport and keeping conversations clear and simple
• Energetic, curious and eager to learn new workflows and industry use cases
• Motivated, organized, and able to manage multiple tasks in a fast paced environment
• Strong communicator who works well in a team oriented setting

Responsibilities

• Schedule and run 1:1 onboarding sessions for new users
• Reach out to low activity or dormant users through email and warm calling
• Convert outreach into live sessions that drive adoption and uncover blockers
• Support client sessions across a variety of industries and user types
• Join Account Managers on trainings and assist with onsite or virtual sessions
• Deliver tailored training and ongoing product guidance to reduce risk and improve retention
• Run product overview sessions for trials and join demos when needed
• Spot themes, trends, and relevant content during client interactions and share insights with internal teams
• Capture user feedback, track recurring pain points, and flag opportunities for improvement

Benefits

• Performance-based bonus
• Equity
• Generous benefits program