Customer Success Associate
Remote
Full Time
Experienced
About the Role:
We’re looking for a customer-obsessed, tech-savvy Customer Success Associate to support our growing client base in a fast-moving SaaS environment. This position requires someone who thrives on fast response times and is eager to grow in a cross-functional, impact-driven team.
Core Tasks:
- Consult with clients over phone, email, and chat to help accomplish their goals
- Manage customer follow-up and follow-through in the CRM
- Work with the engineering team to resolve technical issues
- Own a weekly client newsletter
- Communicate and negotiate with publishing partners to deliver client results
- Monitor inbox to assist customers, answer questions, and escalate issues when needed
- Handle customer inquiries with a <1 hour SLA time
- Gather product knowledge to properly educate customers
- Build out role-related SOPs and FAQs for faster and more accurate responses
- Assist with other tactical CX/ Success-related tasks as needed
Must-Haves:
- 3+ years experience as a technical customer success role (preferably in marketing SaaS)
- Exceptional and empathetic verbal and written communication skills
- Hands on experience with newsletters
- Basic - intermediate skills with Google Sheets/ Excel for basic reporting
- 1+ years experience with Hubspot’s CRM and helpdesk tools
- Familiarity with slack and Zoom for internal team coordination / communication
- Ability to work full-time EST
Nice-to-Haves:
- Background in product marketing and / or influencer marketing
- 1+ years experience with Asana (or similar project management tool)
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