Customer Success Associate Job Description
The Role
As the Customer Success Associate, you'll assist in executing our customer success strategy. Customer Success plays a key role in driving customer goals and product utilization by ensuring the engagement, success, retention, and growth of CredibleMind’s customers and users. As part of the Customer Success team, you will work together with our Customer Success Managers to help manage our growing roster of customers, take ownership of projects to drive outcomes, and build relationships with customers.
What You’ll Do
- Become a CredibleMind platform expert including working with our content management system and data visualization tools
- Support CSMs in their day to day operations by joining customers calls, tracking key milestones and assisting with overall customer satisfaction
- Collaborate cross-functionally with our technical, product, and content teams to ensure new product features are meeting customer needs
- Support the management of our Customer Success Platform (we use Planhat) and its integration with Hubspot
- Help expand our user experience email outreach including drafting emails, maintaining our marketing and communications assets, and making evidence and data-based decisions on improvement
- Run customer reports and analyze data to provide insights and recommendations to customers
About You
- Great people and presentation skills - you’ll be the face of CredibleMind with customers and we need you to be able to connect and build great relationships
- Not afraid to ask questions - you’ll be learning new systems, processes, and a product and we need you to be able to speak up and ask for help when needed
- A great customer advocate - working cross-functionally you’ll need to stand up for your customers and their needs
- Data-driven - you’ll need to know how to use data to make decisions and how to keep iterating on projects to achieve success
- Interest in mental health and well-being - you don’t need to be an expert but you need to be passionate about expanding access to mental health care and self-help care
- Strong writing skills - you can effectively communicate complex ideas to a wide range of audiences in an easy-to-understand way
Preferred Qualifications (If you don’t match these, it’s OK!)
- 2+ years experience in a customer-facing role
- Startup experience and/or experience in a B2B tech company
- Mental health or public health previous work experience
- Bachelor’s Degree
- Familiarity with CRMs or customer success platforms
Fully Remote, Bay Area Preferred
