Customer Success Associate

About the Role

• A remote, pan-India seat on the founding India Customer Success team of a high-growth, VC-backed SaaS company.
• This role is a partnership with Flexiple, a managed marketplace for building high-performing teams and GCCs in India.
• The role offers direct Customer Success Manager (CSM) mentorship and a path to owning your own book of accounts.

Key Responsibilities

• Own onboarding logistics and early product adoption check-ins for new customers.
• Maintain accurate and current CRM records, health scores, and renewal dates.
• Draft account summaries and review materials for the CSM.
• Field first-line customer questions and route complex issues.
• Flag at-risk accounts 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.
• Handle renewal paperwork.
• Draft account update decks.
• Sit in on account reviews to learn from senior team members.
• Begin owning small accounts solo within the first two quarters.

Requirements & Tech Stack

• Zero to three years of work experience.
• Comfort reading spreadsheets and CRM records.
• Clear writing skills.
• Ability to work independently without constant detailed instruction.
• Comfort with some US or UK time-zone overlap on select days.

Qualifications (Nice to have, not required)

• Prior internship or job experience in customer support, sales operations, or account management.
• Familiarity with tools such as HubSpot, Intercom, or Gainsight.
• Ability to pick up new SaaS products quickly.