Senior Customer Success Associate

About the Role

We are looking for a detail-oriented and proactive Senior Customer Success Associate to manage automated customer accounts, with a focus on ticket management, onboarding, and reporting. This is a hands-on, high-impact role in a fast-paced environment, centered on delivering a seamless customer experience through efficient processes, strong tooling, and clear communication.

The role is execution-focused and spans customer lifecycle management at scale, owning automation workflows, playbooks, and structured engagement systems. You will own day-to-day operations across a large portfolio of accounts while working closely with your manager on process design, lifecycle improvements, and automation initiatives that reduce manual effort and improve customer outcomes. 

This position is remote, but we prefer candidates located in New York or on the East Coast.

Key Responsibilities

• Own and manage a high-volume portfolio of automated customer accounts
• Deliver smooth onboarding experiences (webinars, account setup, communications enrollment)
• Manage a ticketing system and ensure all customer queries are responded to within a 24-hour SLA
• Provide clear, helpful, and proactive communication that minimizes customer effort
• Maintain and optimize customer lifecycle touchpoints using structured playbooks and templates
• Monitor customer health signals, usage trends, and engagement patterns to identify risk proactively
• Take ownership of renewals, ensuring continuity and identifying churn risks early
• Track and report on ticket volumes, response times, SLA adherence, and customer health
• Identify recurring customer issues and translate them into scalable solutions (FAQs, playbooks, automation rules)
• Design and improve customer-facing workflows, enablement materials, and lifecycle strategies, while identifying opportunities to automate and address trends across product, support, onboarding, and operations

Requirements

• 2+ years of experience in customer success, support, operations, or similar
• Strong spoken and written communication skills — clear, concise, and empathetic
• Highly organized with the ability to juggle multiple priorities
• Strong attention to detail, with the ability to keep customer-facing interfaces, data, and content accurate, up to date, and clean
• Comfortable working with data and identifying patterns
• Strong problem-solving skills — able to identify and propose effective solutions
• Proactive mindset — you don’t wait to be told what to do
• Ability to work autonomously, setting your own tasks and priorities to achieve goals
• Adaptable and comfortable working in a fast-paced, evolving environment — able to handle changing scopes, wear multiple hats, and keep up as the organization grows
• Interest in sustainability, climate, or impact-driven businesses
• Familiarity with ticketing systems or CRM tools (Zendesk, Hubspot, Salesforce)