Customer Success Associate - Remote

Description

Summary :

The Customer Success Associate supports the long-tail customer base and plays a critical role in enabling the success of smaller accounts. This role reports into the Senior Customer Success Manager, and helps drive customer satisfaction, renewals, and light commercial expansion, while supporting the day-to-day work of Senior CSMs and Regional Directors. This role combines customer support, light account management, and small-scale prospecting ideal for someone who wants to grow into a full CSM or commercial role.

Responsibilities :

• Serve as the primary point of contact for small to medium customers (Tier 3 / Tier 4 accounts).
• Manage inbound requests, basic troubleshooting coordination, and general account needs.
• Ensure customers understand SLAs, PM schedules, Remote Support, and other service offerings.
• Support customer onboarding and documentation needs.
• Maintain accurate account notes, contacts, and updates in Salesforce.
• Handle renewals for smaller SLAs, Preventative Maintenance packages, and Remote Support services.
• Identify upsell opportunities and route strategic or larger opportunities to Senior CSMs or Sales.
• Prepare small quotes and assist with simple commercial renewals.
• Work closely with COS Leads to coordinate PM scheduling, ticket follow-ups, and parts updates.
• Support Regional Directors on customer escalations and operational tasks.
• Assist Senior CSMs with administrative tasks for strategic accounts when needed.
• Conduct light outbound outreach to small fleets, municipalities, and reseller prospects to identify new opportunities.
• Qualify inbound leads and pass larger opportunities to Sales.
• Research accounts, update CRM, and maintain small regional pipeline lists.

Qualifications :