Senior Customer Success Associate

. Own and manage a high-volume portfolio of automated customer accounts .

Posted 4/22/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $70,000 - $90,000 per yearWebsite

Key responsibilities & impact

Own and manage a high-volume portfolio of automated customer accounts
Ensure smooth onboarding for new customers, including webinars, account setup, and communications enrollment
Manage a ticketing system and ensure all customer queries are responded to within a 24-hour SLA
Deliver clear, helpful communication that minimizes customer effort
Maintain and improve lifecycle touchpoints using structured playbooks and templates
Monitor customer health signals, usage trends, and engagement patterns to proactively identify risk
Take ownership of renewals, ensuring continuity and identifying churn risks early
Track and report on ticket volumes, response times, SLA adherence, and customer lifecycle health
Identify recurring customer issues and translate them into scalable solutions (FAQs, playbooks, automation rules)
Help design and refine customer-facing workflows and automated responses
Develop and maintain standardized customer enablement materials (guides, templates, help center content)
Provide input into lifecycle strategy and customer journey improvements
Continuously identify opportunities to reduce manual work and scale operations through automation
Spot trends in customer issues and flag opportunities for improvements in product, support, onboarding, or operations

What you’ll need

2+ years of experience in customer success, support, operations, or similar
Strong spoken and written communication skills — clear, concise, and empathetic
Highly organized with the ability to juggle multiple priorities
Strong attention to detail, with the ability to keep customer-facing interfaces, data, and content accurate, up to date, and clean
Comfortable working with data and identifying patterns
Strong problem-solving skills — able to identify and propose effective solutions
Proactive mindset — you don’t wait to be told what to do
Ability to work autonomously, setting your own tasks and priorities to achieve goals
Adaptable and comfortable working in a fast-paced, evolving environment — able to handle changing scopes, wear multiple hats, and keep up as the organization grows
Interest in sustainability, climate, or impact-driven businesses
Familiarity with ticketing systems or CRM tools (Zendesk, Hubspot, Salesforce)

Comp & perks

Competitive Compensation: Enjoy a highly competitive salary package based on your skills and experience.
Employee Benefits & Wellness Funds: Access medical coverage, a wellness fund, learning opportunities, and WeWork partnerships.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successcustomer supportoperationsdata analysisproblem-solvingautomationticketing systemsCRM tools

Soft Skills

communicationorganizationattention to detailproactive mindsetautonomyadaptability