Sitemate

Customer Success Associate

Sitemate

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $76,500 per year

Job Level

JuniorMid-Level

Tech Stack

GoTableau

About the role

  • Work closely with Customer Success and Sales teams to support onboarding, retention, and growth for SMB customers
  • Take ownership of a portfolio of SMB customers as their main point of contact
  • Prescribe recommendations for configuring our software for heavy industries use cases
  • Monitor customer account health, identify at-risk customers and take proactive steps to reduce churn
  • Identify upsell opportunities and loop in an Account Manager as required
  • Monitor feature utilisation and drive adoption and engagement
  • Use tools such as Salesforce, Front and Vitally to capture and share key client information internally
  • Respond to incoming NPS survey responses, collect customer feedback and relay insights to the product team
  • Help resolve support queries and escalate issues to the product team when necessary
  • Build long-lasting customer relationships to increase retention, loyalty and advocacy
  • Serve as the first CS hire in Austin and work directly alongside the CRO, contributing to GTM activities and regional growth

Requirements

  • Recent graduate (Bachelor’s degree or equivalent experience)
  • Strong organisational skills and attention to detail
  • Ability to work independently and adapt to changing priorities
  • Strong communication skills
  • Willingness to come to the Austin (TX) Office at least 2 days per week (required in application form)
  • Full permanent work rights (e.g., permanent resident/citizen) required (application form question)
  • Prior exposure to Salesforce (or other CRM systems) (nice to have)
  • Experience building presentations in Google Slides / PowerPoint (nice to have)
  • Internship or part-time experience in SaaS, consulting, or customer-facing work (nice to have)
  • Proficiency with Microsoft Office Suite and Google Suite
  • Familiarity with Slack, Salesforce, Tableau (bonus)