Customer Success & Support Associate

About the Role

As a CS Associate at SuperProfile, you will be the secret weapon behind every creator’s success. You will own a portfolio of paid subscribers, keep them thriving, stop churn, and turn happy creators into die-hard fans. You will anticipate creator needs, solve problems before they escalate, and ensure every interaction matters.

Key Responsibilities

• Onboarding:
• Own the post-purchase journey for every new subscriber.
• Conduct welcome calls or walkthroughs within 48 hours, covering setup, AutoDM config, product tour, and 30-day goals.
• Ensure every creator achieves their first win (e.g., DM automation live, first sale, first booking) within 7 days.
• Identify and support subscribers who haven’t set up by Day 7.
• Account Management:
• Manage a defined portfolio of paid subscribers.
• Conduct structured check-ins: monthly for standard accounts, biweekly for high-value accounts.
• Track usage patterns and proactively reach out to users not maximizing platform benefits.
• Build relationships by understanding creators’ businesses, goals, and pain points.
• Maintain clean and updated CRM records.
• Churn Prevention:
• Monitor subscriber health scores daily to identify at-risk accounts.
• Initiate save conversations before renewal by understanding reasons for potential churn and offering solutions.
• Run personalized win-back outreach for churned subscribers.
• Flag product gaps and bugs internally to the team.
• Track and report churn reasons by category.
• Upselling:
• Identify opportunities for upgrades based on user behavior or approaching limits.
• Lead consultative upsell conversations focused on creator goals.
• Coordinate cross-sell opportunities with the acquisition team.
• Track upsell conversion rate and expansion MRR as a core KPI.
• Voice of the Creator:
• Run NPS and CSAT surveys quarterly and post-onboarding.
• Collect and document qualitative feedback from check-in calls, identifying themes.
• Compile a monthly Voice of Subscriber report for product and leadership.
• Represent the subscriber’s perspective in internal meetings.
• Renewal Pipeline:
• Proactively engage 30 days before renewal for annual subscribers and 7 days before for monthly subscribers.
• Conduct renewal review calls with high-value accounts to recap value, address concerns, and secure renewal.
• Ensure all non-renewals are anticipated with documented save attempts.

Requirements & Tech Stack

• Excellent communicator capable of engaging with creators and leadership.
• Genuinely passionate about the creator economy, influencer space, or digital content.
• Proactive and organized.
• Comfortable with CRM tools, basic data tracking, and structured reporting.
• A problem-solver with a customer-first mindset.
• Thrives in fast-paced environments.

Qualifications

• Freshers willing to work in customer success and account management.

Location: Gurgaon, Sector 27

Type: Full-Time