Customer Success Associate

Where you will make an impact:

• 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

We’d love to hear from you if you have:

• 1-3 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

Nice-to-haves:

• Prior startup experience.
• Experience in Proptech or Fintech.
• Experience creating content for a knowledge base (articles, videos, FAQs).
• Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution)

What we offer:

• 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 balanced, collaborative, and high-impact workplace.
• Competitive Compensation: Competitive base salary + Pre-IPO equity.
• Generous Time Off: Flexible PTO with a minimum of two weeks required, mental health Fridays once a month, and holidays.
• Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day + snacks for days.