Customer Success Associate

About the Role

• High-growth, VC-backed SaaS company building out the associate layer of its founding India customer success team.
• Remote, pan-India seat.

Key Responsibilities

• Own onboarding logistics and early product adoption check-ins for new customers.
• Keep CRM records, health scores, and renewal dates accurate and current.
• Draft account summaries and review materials for the Customer Success Manager (CSM) to present.
• Field first-line customer questions and route complex issues to the right owner.
• Flag at-risk accounts early based on usage and support-ticket signals.
• Assist with renewals admin, onboarding logistics, and account housekeeping.
• Schedule and run onboarding calls.
• Keep health-score trackers current.
• Chase renewal paperwork.
• Draft account update decks.
• Sit in on account reviews to learn how the senior team handles tough conversations.
• Start owning small accounts solo within the first two quarters.

Requirements & Tech Stack

• Customer-facing work, account coordination, or a fast-paced support desk exposure.
• Comfortable reading spreadsheets and CRM records.
• Ability to write clearly.
• No need for every task to be spelled out twice.
• Comfort with some US or UK time-zone overlap on select days.

Qualifications

• Zero to three years of work experience.
• Prior internship or job touching customer support, sales operations, or account management is a plus.
• Familiarity with tools such as HubSpot, Intercom, or Gainsight is a plus.
• Comfort picking up new SaaS products quickly is a plus.