Customer Success Associate

Join Topkey

Why You Should Join Topkey

Immediate impact: From day one, you'll take on significant responsibilities, assisting with customer support, onboarding new clients, and managing recurring customer meetings to gather and log feedback. You will quickly see your impact, be encouraged to take initiative, and feel great about the difference you are making in our customers' experience.

Career growth: Joining Topkey as one of our first CSA means you're starting a career with us. We're committed to your growth and development, offering a career path to advance into a Team Lead and eventually Managerial role where you'll have the chance to build and lead your own team of CSAs. Your career trajectory is as ambitious as you are!

Be an early hire: As an early CSA hire, and one of the first CS representative outside of the Head of CS, you'll have the opportunity to learn best practices from some of the most talented colleagues. You'll work directly with the Head of Customer Success, along with key team members who have successfully scaled startups (like Brex, Airbnb, HotelTonight).

Join a rocket ship: We are growing rapidly, and this trend is not slowing down as we establish a strong product-market fit and your work will be crucial in ensuring we keep the high standard we have set on providing the best customer experience in the industry.

Role Overview

As a Customer Success Associate at Topkey, you will:

• Onboard customers: Guide new customers through the entire onboarding process, ensuring they are set up for success with Topkey. This includes account setup, training sessions, and continuous follow-up to ensure best practices are being followed to ensure customers are getting the value of our Products.
• Provide ongoing support: Serve as a primary point of contact for customer inquiries, offering timely and effective solutions to any issues or concerns that can range from basic how-to's up to complex issues that require troubleshooting.
• Conduct recurring check-ins: Regularly meet with customers to gather feedback, ensure they are maximizing the value of Topkey, and identify opportunities to boost product usage and adapt best practices.
• Collaborate across teams: Work closely with our internal teams to relay customer feedback, contribute to product improvements, feature requests and ensure our platform continuously meets the evolving needs of our users.
• Manage customer success documentation: Keep up-to-date detailed records of customer interactions, feedback, and maintain both internal and external KB articles.
• Monitor customer health: We have yet to have any customer churn. This is something we are proud of at Topkey. Tracking customer health and engagement to identify potential issues before they escalate, and proactively reach out to at-risk customers to offer additional support.

Who We're Looking For

• Customer focused: You have a passion for helping our customers succeed and are always looking for ways to improve their experience. You are their advocate, and mouthpiece. You genuinely view your customer's success as your success.
• Truly exceptional communication skills: We're looking for more than just excellent speaking or writing skills. We need someone with deep empathy who can navigate complex client relationships, handle frustrated customers with grace, and make principled decisions that balance customer satisfaction with positive outcomes.
• Taskmaster: You are highly organized, able to juggle multiple tasks and priorities without missing a beat. Being a great taskmaster will allow you to be productive and successful in an ever-changing environment like ours.
• Problem solver: You thrive on seeing customer "issues" as challenges, and be able to strategically break down these issues in a calm and focused demeanor. You are a Customer Success professional, and your customers will expect you to take the wheel, and lead them to suitable solutions at the moment.
• Proactive, not reactive: You are not one to shy away from taking calls, you'll be having a lot of conversations. We proactively schedule calls with our customers, CS is not a passive role at Topkey. You're scheduling calls and setting recurring meetings, you're surfacing feedback, and you need to have a propensity to want to do this work day in and day out.
• You have worked with product or engineering teams before, you need to be able to break down complex problems and be able to surface solutions and identify edge cases to share with our CTO and engineers. You will be working directly with these folks, so you must be able to concisely structure information and share this and provide support as needed. This will help us make our product better.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in customer service or a customer-facing role is a plus but not required.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Conscientious. Have strong integrity who takes pride in doing their work well and thoroughly.
• Able to work in-person, and located in Austin, TX.