Job Description

Key Responsibilities

• Customer Relationship Support
• Support primary Customer Success Managers in managing post-sale customer relationships
• Build relationships with day-to-day customer stakeholders and users
• Assist in preparing and coordinating account check-ins, reviews, and updates
• Respond to customer inquiries and help ensure timely issue resolution
• Adoption & Onboarding
• Support onboarding activities, including setup, training coordination, and rollout assistance
• Monitor customer usage and adoption metrics
• Help track customer progress against defined success plans
• Identify basic adoption challenges and escalate when needed
• Account Growth Support
• Identify potential expansion opportunities through usage patterns and customer feedback
• Collaborate with Sales and senior CSMs on upsell or cross-sell opportunities
• Assist in renewal preparation by gathering usage data and customer insights
• Cross-Functional Coordination
• Work with Product, Engineering, and Delivery teams to relay customer feedback
• Support internal coordination to ensure smooth implementation and issue resolution
• Help document customer requirements and common pain points
• Customer Experience
• Help maintain strong customer satisfaction through proactive communication
• Support development of customer success stories and case studies
• Contribute to building long-term customer relationships

Impact

You will play an important supporting role in helping customers successfully adopt AI-driven solutions, contributing to customer satisfaction, retention, and long-term growth while building foundational skills in enterprise customer success.

Job Requirements

Required Qualifications

1. 1–3 years of experience in customer success, account management, consulting, or related roles
2. Strong communication and interpersonal skills
3. Highly organized with attention to detail
4. Willingness to learn enterprise software and customer success best practices
5. Ability to work collaboratively across teams

Preferred Qualifications

1. Exposure to SaaS, cloud, or AI platforms
2. Well verse in prompt engineering 
3. Experience supporting onboarding or customer training initiatives
4. Familiarity with CRM tools (e.g., Salesforce) or customer success platforms
5. Basic understanding of data analysis or reporting

Success Metrics

• Customer onboarding completion and timeliness
• Adoption and usage growth within assigned accounts
• Customer satisfaction (CSAT) and responsiveness
• Quality of support provided to senior CSMs and customers

Skills