Sobre

Customer Success Associate Location: Remote Compensation: $15/hour, 40 hours per week About the Contract We are looking for a Customer Success Associate to join our Customer Success team and directly support the retention and growth of our Standard Accounts. This role is focused on proactive customer engagement, account health monitoring, and churn prevention. Unlike Customer Support, which handles high-volume reactive tickets, this position is dedicated to ongoing customer relationship management and retention efforts. The Customer Success Associate will serve as the first line of ownership for customer accounts, managing payment recovery, billing escalations, churn categorization, and outreach touchpoints. You’ll play a critical role in ensuring our customers stay engaged, get value from the platform, and renew successfully. Responsibilities -Retention & Renewal -Proactive outreach to customers with failed payments. -Conduct renewal outreach at 60 and 90 days prior to contract auto-renewal. -Own opportunities related to renewals and add-ons for assigned accounts. -Negotiate exceptions and escalate risk accounts as needed. Billing & Account Support -Handle general billing questions and billing discrepancies. -Serve as an escalation point for billing-related churn risks. -Support specific add-on processes (e.g., Fleet Tracking Operations, Twilio porting, Operator AI, Engage, Pricebook). Churn Management & Save Actions -Actively work to save and retain at-risk customers through proactive outreach and tailored retention strategies. -Execute structured call and email outreach to engage customers showing churn risk. -Oversee customer deboarding processes -Account Health Monitoring -Provide monthly usage reviews and categorize accounts into Green/Yellow/Red health tiers. -Track and report on post-handoff usage (0–6 months), with proactive outreach for low- or no-usage accounts. -Support bi-weekly low utilization reporting and strategy sessions. -Partner with Education to leverage industry campaign creation and Pendo usage data. Case & Training Management -Develop churn save action plans and track results. -Deliver 1-off workflow training sessions as a retention measure. -Support initial QBO/QBD sync and monitor post-sync to escalate issues to Technical Support. Qualifications -1–2 years of customer-facing experience in support, customer success, or account management. -Strong communication skills across phone, email, and chat. -Organized and detail-oriented with the ability to track multiple accounts. -Comfortable handling billing conversations and negotiating exceptions. -Proficiency with Salesforce (or similar CRM) preferred.