Customer Success Associate

The core function of the Customer Success team is to ensure our clients have a seamless experience and get the most out of the Findigs platform. We are the voice of the customer internally, and the face of Findigs externally. Beyond day-to-day support, our team’s insights are the foundation for customer retention, product strategy, and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product, Engineering, and Sales teams to build a best-in-class customer experience.

We are looking for a Customer Success Associate who can serve as a trusted and effective front-line partner to our customers. This person will be a critical part of managing our SMB segment and support function. The ideal candidate is an empathetic problem-solver, a clear communicator, and is willing to get their hands dirty in the day-to-day details of helping our users succeed. Direction will be ambiguous at times, so a high degree of ownership, creativity, and a bias for action are crucial. Fundamentally, this role is about understanding our customers' needs and championing their success.

Please note, we are unable to sponsor or take over sponsorship of an employment Visa at this time.

Where you will make an impact:

• Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone.
• Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets.
• Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices.
• Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service.
• Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement.
• Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients.
• Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn.
• Identify potential upsell and cross-sell opportunities.
• Contribute to the continuous improvement of our customer success processes, tools, and playbooks.
• Maintain accurate client documentation, including training records, escalations, and engagement history

We’d love to hear from you if you have:

• 1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment.
• Bachelor’s degree or equivalent practical experience.
• Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence.
• A high degree of technical aptitude and the ability to learn new software quickly.
• Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce).
• Strong problem-solving skills and the ability to navigate ambiguous customer situations.
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup

Nice-to-haves:

• Prior startup experience.
• Experience in Proptech or Fintech.
• Experience creating content for a knowledge base (articles, videos, FAQs).
• Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution)

What we offer:

• Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. 
• Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
• Competitive Compensation: Competitive OTE + Pre-IPO equity. 
• Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays.
• Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.