Wellspring Worldwide

Compensation

Full Description

Position Summary The Associate Customer Success Associate (CSA) plays a vital role in supporting enterprise customers throughout their lifecycle. This role is ideal for individuals who are passionate about customer service, enjoy problem-solving, and thrive in collaborative environments. As a CSA, you will work closely with customers to understand their needs, guide them through onboarding and product adoption, provide ongoing support, and ensure they achieve meaningful outcomes with our platform. You will also partnered with internal teams to resolve issues, drive engagement, and strengthen long-term customer relationships. Key Responsibilities Customer Onboarding & Adoption Assist new customers with onboarding, platform setup, and user training to ensure a smooth start. Educate customers on product features, updates, and best practices to maximize value and adoption. Track customer usage and engagement to identify risks, opportunities, and areas for improvement. Account Management & Customer Support Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests. Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention. Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools. Cross-Functional Collaboration Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary. Support renewal processes and help identify potential upsell or cross-sell opportunities. Provide data and materials for customer success plans and participate in internal or customer-facing reviews as needed. Promote customer awareness of new features, enhancements, and recommended workflows. Qualifications Bachelor’s degree preferred, or equivalent work experience in customer service or a related field Strong communication and interpersonal skills with the ability to build positive customer relationships Excellent problem-solving abilities and attention to detail Ability to prioritize tasks in a fast-paced, dynamic environment Enthusiastic, self-motivated, and eager to learn Preferred Familiarity with SaaS applications or enterprise customer environments Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight) Exposure to customer onboarding, support, or training activities