Customer Success Associate

We are looking for a proactive Customer Success Associate to drive customer onboarding and manage customer accounts for international markets. This role combines user onboarding, lead conversion, and client retention, requiring you to work in EST hours (IST afternoon to night). You’ll own the end-to-end process and nurturing relationships to ensure long-term client success.

What You'll Do

1. Client Onboarding & Activation

• Lead smooth and structured onboarding for new clients, ensuring they’re trained on the Fibr AI platform.
• Collaborate with internal teams to align on client goals, data setup, and tracking requirements.
• Create documentation or training materials as needed to support client ramp-up.

2. Relationship Management & Retention

• Serve as the day-to-day point of contact for assigned accounts.
• Drive regular check-ins, business reviews, and proactive outreach to ensure continued value delivery.
• Address questions, challenges, or roadblocks quickly—looping in product or tech teams where needed.
• Identify upsell or cross-sell opportunities based on customer needs.

Performance Monitoring & Support

• Track key account health metrics including engagement, usage, and campaign performance.
• Monitor client satisfaction and retention; flag risks early and take corrective action.
• Work closely with Product and Growth teams to relay customer feedback and improve the user experience.

Expectations Over Time

• Week 1: Understand Fibr AI’s platform, tools, and processes. Shadow team members.
• Month 1: Independently manage onboarding for new clients and begin regular check-ins.
• Month 3: Own customer lifecycle for accounts; track success metrics and renewals.
• Month 6: Become a trusted partner for your clients & cross-sell/upsell.

You Should Have

• 0–2 years of experience in customer success, account management, or client-facing roles (startup/SaaS preferred).
• Strong project management and operations skills to setup Fibr’s campaigns, coordination
• Strong communication skills to guide, support, and retain customers.
• Strong analytical ability to interpret usage trends, risk assessment.
• Self-driven attitude to work independently in EST-time-zone.