Customer Success Associate
Findigs, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $90,000 - $120,000 per year
About the role
- Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone.
- Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets.
- Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices.
- Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service.
- Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement.
- Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients.
- Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn.
- Identify potential upsell and cross-sell opportunities.
- Contribute to the continuous improvement of our customer success processes, tools, and playbooks.
- Maintain accurate client documentation, including training records, escalations, and engagement history
Requirements
- 1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment.
- Bachelor’s degree or equivalent practical experience.
- Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence.
- A high degree of technical aptitude and the ability to learn new software quickly.
- Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce).
- Strong problem-solving skills and the ability to navigate ambiguous customer situations.
- Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.
Benefits
- Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office.
- Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
- Competitive Compensation: Competitive OTE + Pre-IPO equity.
- Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays.
- Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportcustomer successaccount managementtechnical troubleshootingdocumentationproduct knowledgeupsellingcross-sellingproblem-solvingtechnical aptitude
Soft Skills
written communicationverbal communicationempathyefficiencycollaborationproactive engagementadaptabilitycustomer advocacycontinuous improvementattention to detail
Certifications
Bachelor’s degree