CATALIS

Customer Success Associate

CATALIS

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Manage a large portfolio of high-velocity customers primarily using digital channels to drive adoption and retention
  • Proactively monitor product usage and health indicators to identify risk, trigger outreach, and surface expansion opportunities
  • Execute (create and update) renewal contracts not automatically renewed and ensure contracts in place for all services and subscriptions in place
  • Deliver product guidance and best practice recommendations to help customers achieve value quickly
  • Be the escalation point for time-sensitive customer issues impacting renewals or satisfaction
  • Oversee and escalate billing and collections issues
  • Maintain accurate customer data, activity notes, and health status to support revenue forecasting
  • Identify common customer issues and feedback trends, sharing insights to improve product, processes, and self-serve resources

Requirements

  • Diploma in Business Administration or a related field, or equivalent professional experience
  • 1-3 years of experience in customer-facing roles
  • Familiarity with conflict resolution and de-escalation techniques
  • Ability to take initiative and demonstrate strong self-management and ownership
  • Commitment to contributing positively to the Customer Success Team and supporting evolving team needs
  • Consistency in work habits and follow-through
  • Strong attention to detail
  • Curiosity and a willingness to learn
Benefits
  • Competitive salary and benefits package, including health, dental, vision insurance
  • Unlimited PTO (paid time off)
  • HSA and FSA options
  • 401(k) plan with matching contributions
  • Paid parental leave
  • ABLE matching contributions for the disability community
  • Employer paid short term and long-term disability insurance and group term life insurance
  • Financial and legal assistance through our EAP (Employee Assistance Program)
  • Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
  • The chance to make a significant impact on the delivery of government services and the lives of citizens
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
conflict resolutionde-escalation techniquesinitiativeself-managementownershipteam collaborationattention to detailcuriositywillingness to learn
Certifications
Diploma in Business Administration