Customer Success Associate, Findigs

• The ideal candidate is an empathetic problem-solver, a clear communicator, and is willing to get their hands dirty in the day-to-day details of helping our users succeed
• 1-3 years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment
• Bachelor’s degree or equivalent practical experience
• Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence
• A high degree of technical aptitude and the ability to learn new software quickly
• Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce)
• Strong problem-solving skills and the ability to navigate ambiguous customer situations
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup

Desirable

• We are looking for a Customer Success Associate who can serve as a trusted and effective front-line partner to our customers
• This person will be a critical part of managing our SMB segment and support function
• Direction will be ambiguous at times, so a high degree of ownership, creativity, and a bias for action are crucial
• Fundamentally, this role is about understanding our customers' needs and championing their success
• Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone
• Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets
• Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices
• Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service
• Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement
• Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients
• Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn
• Identify potential upsell and cross-sell opportunities
• Contribute to the continuous improvement of our customer success processes, tools, and playbooks
• Maintain accurate client documentation, including training records, escalations, and engagement history