Customer Success Associate

We work with Fortune 500 companies, federal agencies and large health systems. Our practices cover strategy, operations, technology implementation, risk and human capital. We started in 1928 and have grown to about 1,300 people.

The position

This is a backfill for a team member who moved to another team. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Remote, open to candidates across Luxembourg. We talk mostly in Slack and hop on quick calls when something needs discussing.

Job duties

• Escalate product bugs and feature requests through Jira with clear context.
• Create help centre articles when the same question keeps coming up.
• Run quarterly business reviews with customer stakeholders.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Report monthly on churn risk and saves.
• Build success plans with measurable goals for each account.
• Monitor usage and health scores in Gainsight and act on red flags.
• Document every customer touch in Salesforce.

Required qualifications

• Calm under pressure when a customer is angry.
• Bachelor's degree or equivalent experience.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Working knowledge of Salesforce.
• Organised across many accounts at once.
• Comfortable presenting to directors and VPs.

Compensation and benefits

• Pension scheme.
• 8% holiday allowance.
• 13th month salary.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Alderwise S.A..