Customer Success Associate

Job O verview

As a Customer Success Associate (L1), you will support the operational health and adoption of our customer portfolio. Partnering with Senior CSMs and cross-functional teams, you will coordinate key customer lifecycle activities, support onboarding workflows, assist with business review materials, and host customer training.

Acting as an essential internal bridge, you will track project deliverables, document feedback, and assist in resolving technical hurdles. We are seeking an empathetic, detail-oriented team player eager to build expertise in SaaS customer success while furthering our mission to connect individuals to social care services.

Responsibilities and Duties

• Operational Account Support: Serve as a primary daily touchpoint for administrative users and program coordinators, triaging inquiries, scheduling syncs, and maintaining seamless communication.
• Executive Reporting Preparation: Collaborate with senior team members to aggregate usage metrics and assist in crafting presentation decks for Quarterly Business Reviews (QBRs).
• Customer Lifecycle Coordination: Partner with Implementation and Support teams to track onboarding milestones, manage logistics, and drive rollout action items to completion.
• Product Training & Adoption: Lead standard end-user product walkthroughs and webinars for client teams and community partners using established best-practice blueprints.
• Data Hygiene & AI Productivity: Maintain accurate customer records within Vitally and HubSpot. Utilize generative AI tools to summarize meeting notes and streamline account documentation.
• Digital Campaigns: Execute targeted, multi-touch email campaigns (via Vitally/marketing automation) to drive feature adoption, re-engage "quiet" accounts, and celebrate customer milestones.
• Escalation Management & Advocacy: Log software bugs, proactively collaborate with Product Support and R&D to track technical issues, and ensure timely resolution updates to client stakeholders.
• Adaptive Customer Communication & Ambiguity Navigation: Confidently manage customer-facing conversations in dynamic, ambiguous environments-exercising sound judgment, active listening, and agile problem-solving to meet customer needs rather than relying solely on strict playbooks.
• Proactive Risk Identification & Mitigation: Continuously assess account health to identify subtle friction points, usage drops, or adoption blockers early; proactively communicate these risks to stakeholders with actionable mitigation steps to resolve issues before they escalate.
• Usage Monitoring: Analyze account usage reports and analytics dashboards to flag engagement drops early and alert senior CSMs of deployment hurdles.
• Cross-Functional Collaboration:
• Partner with the Account Director to provide account context ahead of automated renewals.
• Identifying high-growth potential accounts and escalating qualified expansion leads to the Account Director team.
• Relay Voice of the Customer (VoC) feedback from scaled interactions to Education and Product teams to improve self-serve resources.

Qualifications

• 1-3 years in Customer Success, Customer Support, Sales Development (BDR/SDR), Account Coordination, or Digital Program Management within a B2B SaaS environment.
• Mission-Driven Focus: Strong interest in social determinants of health (SDoH), community organizations, public sector initiatives, and healthcare access.
• Communication Skills: Exceptional written communication skills with the ability to convey complex technical concepts simply, engagingly, and empathetically across 1-to-many channels.
• Technical & AI Proficiency: Quick learner with technology; familiarity or eagerness to work with CS platforms (Vitally), CRMs (HubSpot), ticketing systems, and Generative AI productivity tools.
• Analytical Mindset: Strong ability to interpret data reports, user adoption metrics, and health score indicators and manage multiple administrative project tasks with high attention to detail.
• Process & Scale Mindset: Natural inclination toward efficiency, documentation, template building, and process optimization-finding ways to solve an issue for 50 customers at once rather than one at a time.
• Agility & Problem Solver: Strong ability to balance a reactive inbound queue with proactive outreach and digital programming. Resourceful self-starter adept at navigating client questions independently while knowing when to escalate technical issues internally.
• Education: Bachelor's degree (BA/BS) or equivalent practical experience.

Physical demands and work environment

• This role is based on-site in Austin, Texas, or Madison, WI with the opportunity to work remotely on Friday.
• This is largely a sedentary role; standard office equipment is used, such as laptops, monitors and headsets, if needed.
• Limited travel may be required.
• We value being together: We believe being together enables stronger relationships, collaboration, and culture.
• This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.

Perks at Findhelp

• 401k & equity grants
• Fully stocked kitchens across all three office locations
• Onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays

Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage

• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program
• We're building a diverse, inclusive team

• You're welcome here.
• We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities.
• Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff

• Culture Committee
• Leadership Development Training
• Paid Volunteering Time