Customer Success Associate

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. The Customer Success Associate owns post-sale relationships for a book of software customers, from onboarding through renewal. This is a hybrid role. Most of the team is in the Tokyo office Tuesday to Thursday.

Main duties

• Create help centre articles when the same question keeps coming up.
• Build success plans with measurable goals for each account.
• Document every customer touch in Salesforce.
• Monitor usage and health scores in Gainsight and act on red flags.
• Escalate product bugs and feature requests through Jira with clear context.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Lead kickoff calls and onboarding plans with new customers.
• Flag expansion opportunities to the account executive or account manager.

What you'll need

• 1+ years in customer success, account management or implementation at a SaaS company.
• Organised across many accounts at once.
• Working knowledge of Salesforce.
• Experience managing renewals or retention targets.
• Travel up to 15%.
• Bachelor's degree or equivalent experience.

Pay and benefits

• Paid leave.
• Remote work allowed.
• Commuting allowance paid in full.
• Bonus twice a year.
• Social insurance.
• Flexible hours.

The company

We are a small, self-funded team building a booking app for independent salons and tattoo studios. Laptops are MacBook Pros, and you pick your own editor.

We will only contact shortlisted applicants.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at RT Digital Inc..