Customer Success Associate

Job Title: Customer Success Associate (CSA)

Experience: 1-2 Years

Open Positions: 2

Salary : 4-5 LPA

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.

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

01 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