Customer Success Associate

Job Description

What You'll Do Manage a large volume of customers in the scaled segment, driving engagement through a one-to-many approach. Segment customers based on product usage, adoption stage, and other metrics to design targeted engagement strategies. Coordinate and execute digital-first programs (emails, webinars, playbooks, office hours, communities) to accelerate time-to-value and improve adoption. Monitor customer health and define critical triggers (e.g., low usage, poor NPS) to identify accounts requiring intervention. Partner with internal teams (CSMs, Support, Product, Marketing, Sales) to route customers to the right resources and ensure timely follow-up. Track and report on the effectiveness of scaled engagement (open rates, webinar attendance, adoption trends, retention metrics). Contribute to the ongoing improvement of the Scaled Program by testing new initiatives, automating repeatable processes, and optimizing outreach. Position Requirements: What We're Looking For 2-5 years of experience in a Customer Success Associate role, or related marketing role within a SaaS environment. Networking or security background. Strong written and verbal communication skills Excellent English proficiency Highly organized, detail-oriented, and capable of managing multiple programs and customer segments simultaneously. Customer-focused with a proactive and collaborative approach. Comfortable working independently in a fast-paced, global environment Ability to cover US time zone, including willingness to work evening hours until 11pm 2 to 3 times per week

Required Skills

[Customer Success]

Additional Information

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