Monitor customer health indicators and escalate potential risks to the Customer Success Manager.
Support onboarding, adoption, renewal preparation, and expansion activities.
Assist with renewal readiness by preparing usage reports and customer success summaries.
Maintain accurate customer records and project updates in Totango and JIRA.
Prepare customer health reports and internal summaries for the CS team.
Coordinate with Support and Implementation teams to resolve customer issues.
Maintain up-to-date internal documentation and customer records.
Support process improvements that enhance the customer experience.
Manage the health of small business and tech-touch franchise locations that roll up to enterprise accounts.
Assist with remediation and operational improvement projects as directed by CS leadership.

Requirements

High School Diploma or equivalent required.
Strong project management, organization, and communication skills.
Ability to manage multiple priorities and meet deadlines in a dynamic environment.
Experience with CRM systems, project management tools, and Microsoft Office (Excel and PowerPoint).
Ability to communicate effectively with internal teams and customers.
College degree or college coursework preferred.
Experience in SaaS, IoT, customer support, or call center environments is a plus.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

project managementcustomer health reportingusage reportingcustomer success summaries

Soft Skills

organizationcommunicationability to manage multiple prioritiesability to meet deadlines

Certifications

High School Diplomacollege degree