[Hiring] Customer Success Associate @Celigo

Role Description

The Customer Success Associate (CSA) plays a critical role in ensuring sustainable and profitable growth by increasing customer retention and reducing churn. They develop a deep understanding of customer goals and ensure customers are fully leveraging all subscribed solutions across our platform.

This role involves partnering with customers to define and document their desired business outcomes, while coordinating cross-functionally to advocate for their success. The CSA will become an expert in Celigo’s integrator.io iPaaS, guiding customers toward optimal platform use and adoption. This role requires you to work US hours, Monday - Friday.

• An integral part of a group of CSAs that work together to proactively and reactively establish trusted relationships with customers to drive maximum value of our products and services through scheduled and ad-hoc touchpoints and other value-generating activities.
• Uses data to understand customer cohort characteristics, trends, and risk factors - and work with others to design and implement programs to improve the health, adoption, and experience of these customers.
• Facilitates sustainable, profitable growth through increased customer retention and decreased customer churn.
• Understands customer needs and objectives; ensures the customer is utilizing and benefiting from the full extent of our solutions, across all products to which they subscribe.
• Works with customers to understand and document their desired business outcomes and coordinate cross-functionally to advocate for the customer’s achievement of these outcomes.
• Learns Celigo’s integrator.io iPaaS and guides customers towards optimal use and adoption of the platform.
• Onboards customers quickly and effectively to ensure a smooth transition from sales.
• Shepherds the customer through their journey to ensure they successfully achieve full adoption of the software.
• Owns and addresses "at-risk" situations for customers.
• Identifies upsell and cross-sell opportunities and communicates those internally.
• Provides feedback to other departments and management to improve the customer experience.

Qualifications

• Ability to build and maintain trusted, long-term relationships with customers across technical and business stakeholders.
• Strong customer advocacy mindset with a focus on driving measurable business outcomes.
• Ability to analyze customer usage data, health scores, and trends to identify risks and opportunities.
• Strong verbal and written communication skills, with the ability to explain technical concepts in a clear, customer-friendly way.
• Confidence leading customer meetings, onboarding sessions, and value-focused touchpoints.

Requirements

• At least 3+ years of combined industry experience in at least one of the following areas: Customer Success, Account Management, enterprise software implementation, business analysis, or business process consulting.
• Experience with CRM (Salesforce, Dynamics, etc.), ERP (NetSuite, Intacct, etc.), eCommerce (Magento, Shopify, etc.), and/or application integration is preferred.
• Experience in a startup environment is highly desired.
• Experience leading and owning client meetings.

Benefits

• Remote-first culture.
• Competitive compensation.
• High-growth, collaborative, and inclusive work environment.
• Starting with your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends.
• Generous benefits package, including parental leave.
• Monthly tech stipend.
• Recognition opportunities.