Customer Success Associate

Job Title: Customer Success Associate (CSA)

Experience: 1-2 Years

Open Positions: 2

Role Summary:

We are looking for Customer Success Associates to support our growing customer base. This role is ideal for freshers or early-career professionals who want to build a career in SaaS, customer success, and account management.

You will work closely with CSMs, Team Lead, Sales, Support, and Product teams to ensure customers successfully adopt our platform and achieve their goals.

Salary :

• 4-5 LPA

Key Responsibilities:

Customer Engagement & Onboarding

• Assist in customer onboarding and platform walkthroughs
• Guide customers on basic feature usage
• Ensure customers complete initial setup successfully
• Conduct follow-ups via email, calls, and WhatsApp

CRM & Account Management

• Update and manage customer data in HubSpot CRM
• Track customer lifecycle stages and engagement status
• Log interactions, notes, and follow-up tasks

Subscription & Billing Support

• Coordinate with the billing team using Zoho

Assist customers with:

• Subscription plans
• Renewals
• Invoice-related queries
• Escalate billing issues when required

Customer Health & Reporting

• Guide customers from time to time to scale their coaching / training courses online
• Monitor customer usage via internal reporting tools
• Identify inactive or at-risk customers
• Share insights with CSMs for proactive intervention

Issue Handling & Escalation

• Handle first-level customer queries
• Escalate technical or complex issues to:
• Customer Success Manager
• Support / Tech team
• Ensure timely follow-up and resolution

Feedback & Documentation

• Collect customer feedback and feature requests
• Maintain SOPs, FAQs, and internal documentation
• Support CS team in process improvement initiatives
• Maintain clear written email communications with customers

Skills & Qualifications:

Must-Have

• 0–1 year experience (Freshers welcome)
• Good verbal and written communication skills
• Basic understanding of CRM tools (HubSpot preferred)
• Technical background understanding
• Willingness to learn SaaS products
• Customer-first mindset
• Good follow-up and time management skills

Good to Have

• Exposure to Zoho (Billing/Subscriptions)
• Basic Excel / Google Sheets knowledge
• Prior internship or project in customer support or SaaS
• Familiarity with ticketing or support tools