Customer Success Associate

Job Description

Job Title: Customer Success Associate
Type: Full-time
Working Schedule: US Hours - EST

About the Role

We are hiring a Customer Success Associate for our client to manage and strengthen relationships with our existing customer base in the Internet and Wireless industry. This role is purely relationship-focused and is not a sales role.

The Customer Success Associate acts as the primary point of contact for existing customers, ensuring satisfaction, trust, and long-term retention through proactive communication and strong internal coordination.

There is no commission, no quota, and no cross-selling or upselling responsibility. Any potential growth needs identified are simply documented and handed off internally.

Success is measured by customer satisfaction, retention, responsiveness, and account health.

Key Responsibilities

Customer Relationship & Retention

• Manage and support an assigned portfolio of existing customers
• Serve as the primary point of contact for customer communication
• Build trusted, long-term relationships with customer stakeholders
• Conduct regular outbound check-ins via calls, emails, and virtual meetings
• Ensure customers are satisfied with services, delivery, and ongoing support
• Proactively identify risks to retention and escalate internally before issues arise

Customer Advocacy & Internal Coordination

• Act as the “voice of the customer” across internal teams
• Collaborate with Sales, Engineering, Provisioning, and Support teams
• Support onboarding follow-ups and post-install customer engagement
• Ensure timely communication and resolution of customer issues

Account Management & Reporting

• Maintain accurate account notes, contacts, and activity records in Salesforce
• Track customer interactions, service updates, and account status
• Share customer feedback and insights with internal leadership to improve service delivery

Important Note:
This role does not involve closing deals, commissions, cross-selling, or upselling. It is strictly a customer success and relationship management position.

What Your Day-to-Day Looks Like

• Managing relationships with existing customers
• Proactively checking in to ensure satisfaction and service stability
• Handling customer questions, follow-ups, and coordination needs
• Working internally to resolve issues efficiently
• Keeping CRM records clean, accurate, and up to date
• Ensuring customers feel supported, heard, and valued

This is a relationship-first role, ideal for someone who enjoys customer interaction, problem-solving, and long-term account management.

Interview Process

1. Initial Screening Call: Communication skills, accent clarity, and role alignment
2. Zoom Call Interview: Scenario-based discussion around customer retention, communication, and problem-solving.
3. Final Client Interview: Culture fit, ownership mindset, and collaboration style