Customer Success Associate

Product, engineering and support teams work out of offices in Laredo, Texas and two nearshore delivery centers. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

ROLE OVERVIEW:

The Customer Success Associate owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote position. Most of the team is in Laredo, but nobody is required to come in. Normal working hours, Monday to Friday. We use Slack, Notion and Google Meet. Cameras on for team calls.

KEY RESPONSIBILITIES:

• Document every customer touch in Salesforce
• Monitor usage and health scores in Gainsight and act on red flags
• Drive renewals alongside the commercial team, starting 120 days out
• Recruit happy customers for references and case studies
• Build success plans with measurable goals for each account
• Escalate product bugs and feature requests through Jira with clear context

REQUIRED QUALIFICATIONS:

• 1+ years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Experience managing renewals or retention targets
• Organized across many accounts at once

PREFERRED:

• Experience with usage-based pricing
• Background in healthcare, logistics or financial services customers

Expected salary range: $64,000 - $81,000 per year, plus bonus eligibility.

PAY AND BENEFITS:

• Medical, dental and vision insurance
• 401(k) with 4% match
• Paid parental leave
• Flexible schedule

Laredo Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Applicants must be authorized to work in the U.S.

Start: Immediately.

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