Customer Success Associate

Who we are

The product is a mobile app plus a React web dashboard, with a Python and PostgreSQL backend on AWS.

What this job is

Looking for a Customer Success Associate who wants to stay somewhere for a while. Success in this role is measured on gross retention, product adoption and account health scores. Remote, open to candidates across India. Weekday working hours, with room to shift your day when needed.

What you'll work on

• Escalate product bugs and feature requests through Jira with clear context.
• Coordinate with support on open tickets for your accounts.
• Build success plans with measurable goals for each account.
• Monitor usage and health scores in Gainsight and act on red flags.
• Report monthly on churn risk and saves.
• Lead kickoff calls and onboarding plans with new customers.

Requirements

• 1+ years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Organised across many accounts at once.
• Comfortable presenting to directors and VPs.

What you get

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Internet reimbursement.
• Gratuity.
• Flexible hours.
• Learning budget.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hawkwater Apps.