Manage a large portfolio of high-velocity customers primarily using digital channels to drive adoption and retention
Proactively monitor product usage and health indicators to identify risk, trigger outreach, and surface expansion opportunities
Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions in place
Deliver product guidance and best practice recommendations to help customers achieve value quickly
Be the escalation point for time-sensitive customer issues impacting renewals or satisfaction
Oversee and escalate billing and collections issues
Maintain accurate customer data, activity notes, and health status to support revenue forecasting
Identify common customer issues and feedback trends, sharing insights to improve product, processes, and self-serve resources

Diploma in Business Administration or a related field, or equivalent professional experience
1-3 years of experience in customer-facing roles
Familiarity with conflict resolution and de-escalation techniques
Ability to take initiative and demonstrate strong self-management and ownership
Commitment to contributing positively to the Customer Success Team and supporting evolving team needs
Consistency in work habits and follow-through
Strong attention to detail
Curiosity and a willingness to learn

Competitive salary and benefits package, including health, dental, vision insurance
Unlimited PTO (paid time off)
HSA and FSA options
401(k) plan with matching contributions
Paid parental leave
ABLE matching contributions for the disability community
Employer paid short term and long-term disability insurance and group term life insurance
Financial and legal assistance through our EAP (Employee Assistance Program)
Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
The chance to make a significant impact on the delivery of government services and the lives of citizens

Customer Success Associate

Key skills