[Hiring] Digital Customer Success Associate @Kintsugi AI

Role Description

The Digital Customer Success Associate manages a large volume of customer accounts using automation, data, and digital programs instead of traditional one-on-one phone calls and meetings.

This role owns the relationship with our Growth segment customers from the moment Onboarding hands them off. This is a high-volume, tech-touch role. Each Digital Customer Success Associate manages a book of 200 to 250 Growth accounts and is responsible for keeping those accounts healthy, renewing, and out of the escalation queue. Success in this role isn't about answering every ticket that comes in; it's about using our admin panel and tooling to spot risk early and get ahead of a problem before the customer ever has to raise their hand.

This is a great fit for someone who wants real ownership over a large book of business and is energized by the pace and problem-solving of a startup.

Responsibilities & Expectations

• Own the post-onboarding relationship for 200 to 250 Growth-tier accounts as the customer's main point of contact for account health, retention, and renewal.
• Drive retention and renewal rates across the book. Proactively spot at-risk accounts and step in before they churn, not after.
• Monitor account health using the admin panel and CS tooling: login and usage activity, filing cadence, collected-vs-calculated tax variance, and integration status. Catch issues before they surface as a support ticket or a churn conversation.
• Validate ongoing account data quality, including addresses, product classification, and integration data flow.
• Act as the escalation point for account issues, pulling in Support, Product, or Engineering when something needs to get fixed at the root.
• Partner cross-functionally with Sales on renewals and expansion, Finance on billing and plan questions, and Product/Engineering on recurring issues affecting the portfolio.
• Surface patterns to leadership, not just individual tickets: recurring product gaps, process breakdowns, and anything that points to a bigger fix.
• Manage a high-volume queue without losing track of individual accounts. Triage and prioritize across the full book every day.
• Keep account records and communication history current across our CS tools (admin panel, DevRev, HubSpot, Gainsight/ChurnZero, Jira) so the whole team has visibility.
• Help build and refine the playbooks that let one person support 200+ accounts well: health scoring, automated outreach triggers, self-serve content.

Qualifications

• 1 to 2 years in a customer-facing retention role, ideally managing a high-volume book (100+ accounts).
• A track record of moving retention and renewal numbers, not just reporting on them.
• Comfortable working across several tools at once to manage a large portfolio efficiently.
• Strong English written and verbal communication. Able to turn a technical or product issue into a clear customer conversation.
• A cross-functional collaborator who works well with Sales, Finance, and Product/Engineering to get things resolved.
• A self-starter with a bias for action. Identifies issues and brings them to leadership without waiting to be asked.
• Startup mentality: hungry, resourceful, and moves fast.

Preferred

• Experience with DevRev, HubSpot, Gainsight, ChurnZero, and/or Jira.
• Background in SaaS, fintech, or tax/compliance.
• Experience building or improving a tech-touch/digital CS program (health scoring, automated playbooks) built for scale.

Compensation

$9500 - $15k USD base ~ OTE $14k - $20k USD