Customer Success Associate; Denver

Remote Full-time Not specified Customer Support

• Own the day-to-day relationship for your book of accounts, serving as the primary point of contact and keeping customers informed, engaged, and successful on the platform
• Contribute ideas to dashboards and workflows to track your book of business – renewal timelines, health signals, engagement levels, and expansion indicators – so nothing falls through the cracks
• With guidance of leadership, drive outreach to customers ahead of renewal, lead those conversations, handle objections, and negotiate terms on flat renewals and smaller expansions, looping in Sales when a meaningful expansion opportunity emerges.
• Track and forecast your renewal book on a rolling basis, proactively surfacing risks and creating plans to address them before they become problems
• Use product usage data and customer outcomes to demonstrate value in renewal conversations and ongoing check-ins
• Identify opportunities for feature adoption and product expansion within accounts, and flag those signals to the Sales team to build expansion pipeline
• Gather and synthesize customer feedback and share it with Product and internal stakeholders to inform roadmap decisions and improve the customer experience
• Work closely with senior CS teammates and your manager to develop your skills in account management, commercial negotiation, and customer communication

• You’re energized by building relationships and want to be the person customers actually look forward to hearing from
• You thrive when you have ownership over a defined body of work and the freedom to figure out how to make it run better
• You enjoy the process of organizing complexity – tracking multiple accounts, spotting patterns, and keeping everything moving without things slipping
• You’re drawn to roles where you learn by doing, and you’re comfortable asking questions and taking feedback as you develop your skills
• You get excited about connecting customers to features or capabilities they didn’t know they needed, and seeing that translate into real adoption
• You work well within a team structure and are looking for mentorship, but you also want to take real ownership rather than just support someone else’s book

Our applications will close on Friday, October-2nd at 5pm MT

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