Customer Success Associate

Job Title: Customer Success Associate (CSA)

Experience: 1-2 Years

Open Positions: 2

Role Summary:

We are looking for Customer Success Associates to support our growing customer base. This role is ideal for freshers or early-career professionals who want to build a career in SaaS, customer success, and account management .

You will work closely with CSMs, Team Lead, Sales, Support, and Product teams to ensure customers successfully adopt our platform and achieve their goals.

Salary :

• 4-5 LPA

Key Responsibilities:

Customer Engagement & Onboarding

• Assist in customer onboarding and platform walkthroughs
• Guide customers on basic feature usage
• Ensure customers complete initial setup successfully
• Conduct follow-ups via email, calls, and WhatsApp

CRM & Account Management

• Update and manage customer data in HubSpot CRM
• Track customer lifecycle stages and engagement status
• Log interactions, notes, and follow-up tasks

Subscription & Billing Support

• Coordinate with the billing team using Zoho

Assist customers with:

• Subscription plans
• Renewals
• Invoice-related queries
• Escalate billing issues when required

Customer Health & Reporting

• Guide customers from time to time to scale their coaching / training courses online
• Monitor customer usage via internal reporting tools
• Identify inactive or at-risk customers
• Share insights with CSMs for proactive intervention

Issue Handling & Escalation

• Handle first-level customer queries
• Escalate technical or complex issues to:
• Customer Success Manager
• Support / Tech team
• Ensure timely follow-up and resolution

Feedback & Documentation

• Collect customer feedback and feature requests
• Maintain SOPs, FAQs, and internal documentation
• Support CS team in process improvement initiatives
• Maintain clear written email communications with customers

Skills & Qualifications:

Must-Have

• 0–1 year experience (Freshers welcome)
• Good verbal and written communication skills
• Basic understanding of CRM tools (HubSpot preferred)
• Technical background understanding
• Willingness to learn SaaS products
• Customer-first mindset
• Good follow-up and time management skills

Good to Have

• Exposure to Zoho (Billing/Subscriptions)
• Basic Excel / Google Sheets knowledge
• Prior internship or project in customer support or SaaS
• Familiarity with ticketing or support tools