Customer Success Associate
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Job Description
Customer Success Associate at Fullbay focusing on managing retention of small to mid-size customers. Drive customer engagement and analyze usage signals to optimize retention strategies.
Responsibilities:
- Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers using independent evaluation and prioritization of customer needs.
- Analyze customer health and usage signals and autonomously execute targeted outreach strategies based on key behavioral triggers and disengagement indicators.
- Analyze, address, and proactively combat customer cancellations by identifying root causes, evaluating disengagement patterns, and developing and executing re-engagement strategies using independent judgment.
- Lead 1:many virtual engagement sessions (e.g., Office Hours, Q&A, training events) to proactively drive customer value at scale, tailoring content to audience needs.
- Collaborate cross-functionally with the Digital Success team to design, inform, and execute lifecycle campaigns and customer engagement journeys using strategic insight.
- Apply sound judgment in escalating and routing customer concerns requiring deeper support, using discretion to determine level of intervention.
- Provide consultative support to customers navigating training resources and advanced product functionality, evaluating customer context to recommend optimal solutions.
- Track and document customer interactions and business outcomes in CRM and CS tooling (e.g., Salesforce, ChurnZero), and leverage insights to inform strategy.
- Identify and communicate churn risks, product feedback, success stories, and strategic insights with internal stakeholders to influence lifecycle and retention planning.
- Contribute to a culture of continuous improvement by independently identifying and reporting systemic product or process issues, adoption challenges, and cancellation trends.
- Design and test targeted customer campaigns, evaluating effectiveness and using judgment to refine messaging, timing, and delivery strategies.
- Develop and tailor live demo content and training agendas based on customer segment needs.
- Performs other duties as assigned.
Requirements:
- 2+ years in Customer Success, Account Management, Support, or related roles (preferably in B2B SaaS).
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