Customer Success Associate

About the Role

• This is a remote, pan-India seat for a Customer Success Associate at a high-growth, VC-backed SaaS company.
• You will work under a Customer Success Manager on a shared book of accounts, focusing on the operational aspects of the customer lifecycle.
• The role offers direct mentorship from founding Customer Success Managers and a path to owning your own book of accounts.

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 CSM to present.
• Field first-line customer questions and route complex issues to the appropriate owner.
• Flag at-risk accounts early based on usage and support-ticket signals.
• Schedule and run onboarding calls.
• Keep health-score trackers current.
• Chase renewal paperwork.
• Draft account update decks for CSM presentations.

Requirements & Tech Stack

• Comfort with some US or UK time-zone overlap on select days.
• Ability to read spreadsheets and CRM records comfortably.
• Clear writing skills.
• Ability to work autonomously without constant direction.

Qualifications

• Zero to three years of work experience.
• Ideally, some exposure to customer-facing work, account coordination, or a fast-paced support desk.

Nice to Have

• Any prior internship or job touching customer support, sales operations, or account management.
• Familiarity with tools such as HubSpot, Intercom, or Gainsight.
• Comfort picking up new SaaS products quickly.