Associate Customer Success Manager

Job description

About the Role We are seeking a highly organized, data-driven Associate Customer Success Manager to drive retention and growth within an established book of business. This role is designed for a professional who excels at managing a large volume of accounts through technology-driven engagement model. Rather than traditional high-touch management, you will leverage automation, data insights, and digital communication to ensure our customers achieve measurable success. You will be responsible for the entire renewal lifecycle while acting as a "scout" to identify top candidates within your portfolio who are a fit for additional products and services. Key Responsibilities Customer Engagement & Success - Portfolio Management: Own the commercial health of a large portfolio of customers using tech-touch (low-touch) and semi-automated engagement strategies. This includes regular interactions through phone and web meetings, such as Zoom or Microsoft Teams, to provide guidance and support. - The Renewal Engine: Drive the end-to-end renewal lifecycle, managing outreach and negotiations to ensure high retention rates and on-time contract execution. - Growth Discovery: Monitor customer health scores and usage data to identify "at-risk" accounts for intervention and "high-potential" accounts for product expansion. - Lead Qualification: Identify customers ready for broader solutions and facilitate seamless hand-offs to the appropriate sales or expansion teams. Process & Automation - Digital Outreach: Design, test, and optimize automated touchpoints (emails, in-app notifications, etc.) across the customer journey to drive adoption. - Data-Driven Triggers: Utilize customer behavior data and milestones to trigger personalized, automated outreach that provides value at the right time. - Feedback Loops: Continuously improve the digital engagement model by analyzing campaign performance and customer feedback. Cross-Functional Collaboration - Ecosystem Alignment: Partner with Marketing, Product, and Sales to ensure a seamless and consistent customer experience. - Content Creation: Collaborate with internal teams to deliver education resources, such as knowledge base articles, video tutorials, and newsletters. - Strategic Insights: Provide "voice of the customer" data to the Product team to inform the roadmap and support accurate renewal forecasting. Requirements & Qualifications - Experience: 1–3 years in Customer Success, Account Management, or Sales Operations, ideally within a SaaS environment. - Organizational Mastery: You are exceptionally disciplined and self-motivated. You possess the "air traffic control" skills required to manage a high volume of accounts and deadlines without oversight. - Tech & Data Savvy: Comfortable working with CRM tools (Salesforce). You enjoy using data to tell a story and drive action. - Communication: Ability to write concise, engaging digital content and conduct professional commercial conversations during the renewal process. - Efficiency Focus: You are always looking for ways to "automate the routine" so you can focus on high-value interventions. Success Metrics - Retention: Net Revenue Retention (NRR) and Churn Reduction. - Growth: Number of qualified expansion leads identified and passed. - Efficiency: Campaign performance, automation reach, and portfolio health scores. Why Join Us? - The Mix: A balanced 80% Base / 20% Variable compensation structure that rewards both retention and pipeline generation. - Career Growth: This role provides deep exposure to the operational side of SaaS. Success here paves the way for roles in Senior Customer Success, CS Operations, or Account Management. What We Offer - Competitive compensation that reflects employees’ skills and contributions. - Comprehensive health insurance plans. - Wellness programs that promote physical and mental well-being. - Traditional and Roth 401(k) savings options with company match. - Remote-first with flexible working hours. - Prioritized work-life balance, with 15 observed days off in addition to PTO. - Family-friendly policies including paid parental leave. - Paid life insurance, short-term, and long-term disability insurance. - Regular acknowledgement of achievements with recognition programs. - Counseling services and resources for personal and professional challenges. - Transparent communication about company goals, strategy, and performance. - Regular feedback sessions and performance reviews. - Anti-bias and anti-harassment training programs. - Trust and autonomy in decision-making within your role. - Work environment that encourages you to be your authentic self. - Flat management structure with approachable leaders who want to hear your feedback. - Backed by two private equity firms that invest in high-growth private companies across North America. Diversity At TeamDynamix, our goal is to create a remote environment which celebrates the differences that make us, us. We strive to create an inclusive and equitable space, but we realize we don’t always get it right. We’re continually working together to create mutual respect and opportunities to learn from one another and we encourage people of color, women, individuals with disabilities and LGBTQIA+ individuals to apply. We’re looking for team members located in the U.S. regardless of race, ethnicity, age, national origin, marital status, parental status, veteran status, citizenship status, gender, gender-identity/expression, sexual orientation, disability, genetic information and any other protected or unprotected class we may have missed. Did we miss anyone? Let us know and we’ll add it here. Equal Opportunity Statement TeamDynamix is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We also maintain a drug-free workplace. Privacy Policy Our privacy practices can be found here https://www.teamdynamix.com/cpra/. For Rhode Island Applicants: TeamDynamix is subject to the provisions of the Workers’ Compensation Act.