Manage customers assigned through a round-robin queue and follow tech-touch playbooks for onboarding and adoption.
Monitor customer usage and health signals weekly, taking action when accounts show risk indicators.
Deliver light-touch support through email, in-app messages, and short customer guidance as needed.
Run the full renewal process for all customers in this segment: send reminders, track progress, follow up, and escalate when needed.
Carry out annual price-increase communications, manage customer responses, and coordinate with Billing for updates.
Work closely with Support to help customers resolve product issues and continue progressing in their adoption journey.
Maintain accurate documentation across systems, ensuring notes, tasks, tags, and renewal stages are kept up to date.
Follow SLAs consistently and ensure all daily and weekly workflows are completed on time.
Identify opportunities to improve automations, playbooks, or communication templates and share suggestions with the Team Lead.

1-2 years of experience in customer facing roles such as support, training, implementation etc.
Strong written communication skills, especially for email-based customer interactions.
Excellent organizational skills and comfort working with structured workflows.
Familiarity with CRM and customer lifecycle tools, or a willingness to learn them quickly.
Ability to recognize patterns in customer behavior and identify early signs of risk.
A calm and professional approach to handling objections or renewal-related conversations.
High attention to detail and a strong sense of ownership over assigned tasks.
Comfort working in a fast-paced SaaS environment with a high volume of customers.

Customer Success Associate

Key skills