Customer Success Associate

Who We Are HS GovTech was founded in 1998 in British Columbia, Canada. Our mission is to develop health protection inspection, regulatory enforcement, and communication management systems for federal, state, county, provincial, and municipal governments. Mission/Overview The Customer Success Associate (CSA) supports the Customer Success team in delivering an exceptional customer experience throughout the customer lifecycle. This role focuses on customer engagement, renewal coordination, account administration, customer health monitoring, and day-to-day customer support activities. The CSA works closely with the Customer Success Manager, Professional Services, Support, Marketing, Sales, and other internal teams to drive customer satisfaction, increase product adoption, improve customer retention, and identify expansion and upsell opportunities that generate additional recurring and non-recurring revenue. This role is ideal for an early-career customer success professional looking to develop strategic account management and customer relationship skills within a SaaS environment. What you\'ll be doing: Customer Relationship Management Serve as a primary point of contact for assigned Tier 2, Tier 3, and Tier 4 customer accounts. Build trusted relationships with customers through regular outreach and proactive communication. Conduct customer check-ins, adoption reviews, and pre-renewal discussions. Respond to customer inquiries and direct issues to appropriate internal teams. Ensure customers receive timely information regarding product updates, releases, and best practices. Encourage participation in webinars, training sessions, and customer education programs. Customer Engagement & Adoption Work in partnership with Professional Services and the Support Team to support customer kickoff, and ongoing adoption initiatives. Monitor customer usage and engagement metrics to identify risks or opportunities. Assist customers in leveraging product capabilities to achieve desired outcomes. Share relevant resources, knowledge-base articles, and training materials with customers. Promote awareness of new product features and enhancements. Revenue Growth & Customer Expansion Increase product adoption by encouraging broader use of existing platform capabilities. Identify opportunities to expand the number of licensed users within customer organizations. Find opportunities to introduce HS GovTech into additional programs, departments, or regulatory functions. Identify customer needs that align with new products, modules, or service offerings as they become available. Document qualified expansion opportunities and customer business needs within HubSpot. Prepare customer business cases and supporting information to help facilitate expansion conversations. Track customer utilization trends to identify accounts with strong expansion potential. Participate in customer business reviews where growth opportunities may be discussed. Contribute to the company\'s Net Revenue Retention (NRR) goals through customer expansion and increased product adoption. Customer Renewals Manage the contract renewal process for your assigned accounts, including adding escalators to existing contracts at the time of renewal. Track upcoming renewals and coordinate outreach activities. Support preparation of renewal documentation, pricing summaries, and customer communications. Conduct renewal readiness reviews and ensure customer information is current. Escalate renewal risks and concerns to Customer Success Manager as appropriate. Help maintain renewal records and supporting documentation within HubSpot. Account Administration & Customer Data Management Maintain accurate records of customer interactions, account activity, and engagement history in HubSpot. Support customer audits, including user counts and license utilization reviews. Assist with gathering information required for renewal packages and compliance documentation. Ensure customer account information remains accurate and up to date. Track customer engagement activities and help maintain customer success reporting. Customer Health & Risk Monitoring Monitor assigned accounts for health indicators, adoption trends, and support activity. Assist with maintaining customer health score data. Participate in customer review meetings with Customer Success and Support teams. Identify potential customer concerns and escalate issues proactively. Help document customer sentiment, risks, and action plans. Cross-Functional Collaboration Partner with Support to ensure customer issues are addressed promptly. Collaborate with Marketing on customer communications and webinar promotions. Work with Customer Success Manager to ensure key account activities and deliverables are completed. Share customer feedback with internal teams to improve products and services. Customer Engagement Model Tier 2 – Key Accounts (Select Accounts to be Assigned) Assist with bi-annual customer engagement activities. Conduct scheduled check-in meetings and product adoption reviews. Look for opportunities to upsell more users, more features, or cross sell new programs or products Send quarterly outreach communications, including product updates and best practices. Promote participation in customer webinars and educational events. Tier 3 – Primary Accounts Serve as the primary customer contact for assigned accounts. Look for opportunities to upsell more users, more features, or cross sell new programs or products Conduct renewal outreach approximately 90 days before invoicing. Maintain regular automated and manual customer communications. Share product updates, release notes, and support resources. Tier 4 – Base Accounts Manage customer communications at scale through automated campaigns. Assist with inbound customer requests and support coordination. Look for opportunities to upsell more users, more features, or cross sell new programs or products Encourage customer engagement through educational content and webinars. Tier 1 – Strategic Accounts (Support Role) Assist Customer Success Managers with: Quarterly Business Reviews (QBRs) Customer reporting and presentations Account research and preparation Follow-up action items Data gathering and analysis Executive meeting preparation What You\'ll Need: Required Bachelor\'s degree or equivalent work experience. 1-3 years of experience in Customer Success, Account Management, Customer Support, Client Services, or a related customer-facing role. Strong communication and relationship-building skills. Highly organized with strong attention to detail. Ability to manage multiple priorities and deadlines. Proficiency with Google Home, Microsoft Office and CRM systems such as HubSpot or Salesforce. Strong problem-solving skills and customer-first mindset. Preferred, Not Required Experience supporting SaaS or subscription-based software solutions. Experience working with customer-facing teams. Familiarity with CRM platforms and customer success tools. Exposure to contract renewals, account management, or customer onboarding activities. Experience supporting government or public-sector customers. Key Performance Indicators (KPIs) Customer retention rate within assigned accounts Renewal completion and accuracy Success adding accelerators to contracts upon renewal Customer outreach and engagement activity completion Customer health monitoring and risk identification CRM documentation accuracy and completeness Webinar and customer event participation rates Customer satisfaction (CSAT) scores Adoption and engagement improvements within assigned accounts Timely completion of renewal and account management tasks #J-18808-Ljbffr HS GovTech Solutions Ltd.