Customer Success Associate

About the Role

A high-growth, VC-backed SaaS company is building out the associate layer of its founding India customer success team. This role is a remote, pan-India position.

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 appropriate owner.
• Flag at-risk accounts early based on usage and support-ticket signals.
• Work under a Customer Success Manager on a shared book of accounts, handling the operational aspects of the customer lifecycle.
• Schedule and run onboarding calls.
• Keep health-score trackers current.
• Manage renewal paperwork.
• Sit in on account reviews to learn from senior team members.
• Begin owning small accounts solo within the first two quarters.

Requirements & Tech Stack

• Ability to read spreadsheets and CRM records comfortably.
• Clear written communication.
• Ability to work independently without constant task repetition.
• Comfort with some US or UK time-zone overlap on select days.
• Familiarity with tools such as HubSpot, Intercom, or Gainsight (nice to have, not required).
• Comfort picking up new SaaS products quickly (nice to have, not required).

Qualifications

• Zero to three years of work experience.
• Ideally, some exposure to customer-facing work, account coordination, or a fast-paced support desk.
• Any prior internship or job touching customer support, sales operations, or account management (nice to have, not required).