[Hiring] Customer Success Associate @Rocket.Chat

Role Description

As a Customer Success Associate, you will support the go-to-market team in delivering exceptional experiences to our customers while helping ensure strong adoption, satisfaction, and retention. In this role, you will work closely with cross-functional teams to assist customers throughout their lifecycle — from onboarding to ongoing engagement and technical support, owning renewals and upsells targets. You will help monitor customer health, support training initiatives, and contribute to building strong, long-term relationships with our customers. We’re seeking someone passionate about technology, eager to learn, and excited to help customers succeed with our open-source communications platform. This role is ideal for someone who enjoys problem-solving, building relationships, and developing expertise in Customer Success within a fast-paced SaaS environment.

Qualifications

• Experience in Customer Success, Account Management, Customer Support, Technical Support, or other customer-facing roles within a B2B SaaS environment.
• Experience working with SaaS platforms and software products, with the ability to understand product functionality and communicate value to customers.
• Strong technical acumen with the ability to quickly learn technical concepts related to software platforms, APIs, integrations, and product configurations.
• Experience interacting with technical stakeholders (such as developers, IT teams, or solution architects) and ability to confidently navigate technical discussions.
• Understanding of Customer Success metrics and indicators such as NPS, customer health scores, churn, product adoption, and engagement.
• Experience supporting customers onboarding, product training sessions, or product demonstrations.
• Experience working with CRM or Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight, or similar tools).
• Strong organizational and time management skills, with the ability to manage multiple customer interactions and priorities simultaneously.
• Excellent written and verbal communication and presentation skills.

Requirements

• Active U.S. Security Clearance (or eligibility to obtain one) is a strong plus.
• Familiarity with open-source technologies is a plus.

Soft Skills

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission.
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results.
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes.
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace.
• Share: Communicating openly and transparently ensures clarity and honesty in interactions.

What You'll Do

• Manage a portfolio of customer accounts with a focus on driving adoption, satisfaction, renewals, and expansion opportunities.
• Support go-to-market teams (e.g., Account Executives, Customer Success Managers, Pre-Sales, and other customer-facing teams) to ensure a seamless customer experience and successful account outcomes.
• Own day-to-day relationships with assigned customers, acting as a key point of contact and helping them achieve their desired outcomes with the platform.
• Assist customers throughout the lifecycle, including onboarding coordination, product walkthroughs, technical support and training sessions to ensure successful product adoption.
• Monitor customer health indicators such as engagement, product usage, and feedback to proactively identify risks and opportunities.
• Maintain accurate CRM records and ensure strong system data hygiene by keeping customer interactions, account updates, and lifecycle activities properly documented.
• Support and contribute to commercial outcomes by identifying, tracking, and helping close renewal and upsell opportunities within your portfolio.
• Work toward achieving individual and team targets related to renewals, account growth, and customer retention.
• Prepare and support customer meetings, check-ins, and business reviews, ensuring clear follow-ups and action plans.
• Identify customer needs, pain points, and additional use cases that may lead to expansion opportunities.
• Collaborate closely with internal teams such as Sales, Product, and Support to ensure customer feedback is shared and customer needs are addressed effectively.
• Maintain proactive and consistent communication with customers to ensure they continue to realize value from the platform.

Benefits

• Fully Remote & Flexible Working Hours
• Flexible Paid Time Off, Holidays and Vacation
• Company Laptop
• Remote Benefit iTalki, Courses and Books
• Stock Options
• Multicultural Environment
• Vibrant Company Culture