Customer Success Associate

Who We Are

HS Gov Tech was founded in 1998 in British Columbia, Canada. Our mission is to develop health protection inspection, regulatory enforcement, and communication management systems for federal, state, county, provincial, and municipal governments.

The Customer Success Associate (CSA) supports the Customer Success team in delivering an exceptional customer experience throughout the customer lifecycle. This role focuses on customer engagement, renewal coordination, account administration, customer health monitoring, and day-to-day customer support activities. The CSA works closely with the Customer Success Manager, Professional Services, Support, Marketing, Sales, and other internal teams to drive customer satisfaction, increase product adoption, improve customer retention, and identify expansion and upsell opportunities that generate additional recurring and non-recurring revenue.

This role is ideal for an early-career customer success professional looking to develop strategic account management and customer relationship skills within a SaaS environment.

• Serve as a primary point of contact for assigned Tier 2, Tier 3, and Tier 4 customer accounts.
• Build trusted relationships with customers through regular outreach and proactive communication.
• Conduct customer check-ins, adoption reviews, and pre-renewal discussions.
• Respond to customer inquiries and direct issues to appropriate internal teams.
• Ensure customers receive timely information regarding product updates, releases, and best practices.
• Encourage participation in webinars, training sessions, and customer education programs.

• Work in partnership with Professional Services and the Support Team to support customer kickoff, and ongoing adoption initiatives.
• Monitor customer usage and engagement metrics to identify risks or opportunities.
• Assist customers in leveraging product capabilities to achieve desired outcomes.
• Share relevant resources, knowledge-base articles, and training materials with customers.
• Promote awareness of new product features and enhancements.

• Increase product adoption by encouraging broader use of existing platform capabilities.
• Identify opportunities to expand the number of licensed users within customer organizations.
• Find opportunities to introduce HS Gov Tech into additional programs, departments, or regulatory functions.
• Identify customer needs that align with new products, modules, or service offerings as they become available.
• Document qualified expansion opportunities and customer business needs within Hub Spot.
• Prepare customer business cases and supporting information to help facilitate expansion conversations.
• Track customer utilization trends to identify accounts with strong expansion potential.
• Participate in customer business reviews where growth opportunities may be discussed.
• Contribute to the company's Net Revenue Retention (NRR) goals through customer expansion and increased product adoption.

• Manage the contract renewal process for your assigned accounts, including adding escalators to existing contracts at the time of renewal.
• Track upcoming renewals and coordinate outreach activities.
• Support preparation of renewal documentation, pricing summaries, and customer communications.
• Conduct renewal readiness reviews and ensure customer information is current.
• Escalate renewal risks and concerns to Customer Success Manager as appropriate.
• Help maintain renewal records and supporting documentation within Hub Spot.

• Maintain accurate records of customer interactions, account activity, and engagement history in Hub Spot.
• Support customer audits, including user counts and license utilization reviews.
• Assist with gathering information required for renewal packages and compliance documentation.
• Ensure customer account information remains accurate and up to date.
• Track customer engagement activities and help maintain customer success reporting.

• Monitor assigned accounts for health indicators, adoption trends,…