Associate Customer Success Manager

About the Role

We are seeking a highly organized, data-driven Associate Customer Success Manager to drive retention and growth within an established book of business. This role is designed for a professional who excels at managing a large volume of accounts through technology-driven engagement model.

Rather than traditional high-touch management, you will leverage automation, data insights, and digital communication to ensure our customers achieve measurable success. You will be responsible for the entire renewal lifecycle while acting as a "scout" to identify top candidates within your portfolio who are a fit for additional products and services.

Key Responsibilities

Customer Engagement & Success

• Portfolio Management: Own the commercial health of a large portfolio of customers using tech-touch (low-touch) and semi-automated engagement strategies. This includes regular interactions through phone and web meetings, such as Zoom or Microsoft Teams, to provide guidance and support.

• The Renewal Engine: Drive the end-to-end renewal lifecycle, managing outreach and negotiations to ensure high retention rates and on-time contract execution.

• Growth Discovery: Monitor customer health scores and usage data to identify "at-risk" accounts for intervention and "high-potential" accounts for product expansion.

• Lead Qualification: Identify customers ready for broader solutions and facilitate seamless hand-offs to the appropriate sales or expansion teams.

Process & Automation

• Digital Outreach: Design, test, and optimize automated touchpoints (emails, in-app notifications, etc.) across the customer journey to drive adoption.

• Data-Driven Triggers: Utilize customer behavior data and milestones to trigger personalized, automated outreach that provides value at the right time.

• Feedback Loops: Continuously improve the digital engagement model by analyzing campaign performance and customer feedback.

Cross-Functional Collaboration

• Ecosystem Alignment: Partner with Marketing, Product, and Sales to ensure a seamless and consistent customer experience.

• Content Creation: Collaborate with internal teams to deliver education resources, such as knowledge base articles, video tutorials, and newsletters.

• Strategic Insights: Provide "voice of the customer" data to the Product team to inform the roadmap and support accurate renewal forecasting.

Requirements & Qualifications

• Experience: 1–3 years in Customer Success, Account Management, or Sales Operations, ideally within a SaaS environment.

• Organizational Mastery: You are exceptionally disciplined and self-motivated. You possess the "air traffic control" skills required to manage a high volume of accounts and deadlines without oversight.

• Tech & Data Savvy: Comfortable working with CRM tools (Salesforce). You enjoy using data to tell a story and drive action.

• Communication: Ability to write concise, engaging digital content and conduct professional commercial conversations during the renewal process.

• Efficiency Focus: You are always looking for ways to "automate the routine" so you can focus on high-value interventions.

Success Metrics

• Retention: Net Revenue Retention (NRR) and Churn Reduction.

• Growth: Number of qualified expansion leads identified and passed.

• Efficiency: Campaign performance, automation reach, and portfolio health scores.

Why Join Us?

• The Mix: A balanced 80% Base / 20% Variable compensation structure that rewards both retention and pipeline generation.

• Career Growth: This role provides deep exposure to the operational side of SaaS. Success here paves the way for roles in Senior Customer Success, CS Operations, or Account Management.