Senior Customer Success Associate

Key Responsibilities:

• Own a high-volume portfolio of automated customer accounts, ensuring smooth onboarding via webinars and account setup.
• Manage a ticketing system to respond to all customer queries within a 24-hour SLA, providing clear and proactive communication.
• Maintain and optimize customer lifecycle touchpoints using structured playbooks and monitor usage trends to identify risks early.

Account Management & Strategy:

• Track and report on ticket volumes, response times, SLA adherence, and customer health metrics to inform improvements.
• Take ownership of renewals and identify churn risks, while translating recurring customer issues into scalable solutions like FAQs.
• Design and improve customer-facing workflows and lifecycle strategies, identifying opportunities to automate processes.

Qualifications & Environment:

• Requires 2+ years in customer success, support, or operations, with strong communication and organizational skills.
• Must be proactive, detail-oriented, and comfortable working with data to identify patterns and propose effective solutions.
• Role is execution-focused in a fast-paced, evolving environment, preferring candidates located on the US East Coast for collaboration.