Customer Success Associate

Loveland Innovations•Pleasant Grove, UT

5d•$50,000 - $55,000•Hybrid

About The Position

We are looking for a dynamic Customer Success Associate who is equally passionate about helping customers achieve meaningful outcomes and ensuring their day-to-day support needs are met efficiently. This hybrid role blends strategic customer success responsibilities with hands-on customer support, making it ideal for someone who thrives on relationship building, problem-solving, and driving customer satisfaction. You will serve as the primary point of contact for strategic customers, guide them through onboarding and adoption, and support them through technical or operational issues. You will also influence team processes, contribute to customer-focused initiatives, and help scale a world-class customer experience function. Customer Success (50%) Own the post-onboarding relationship with assigned customers, ensuring they achieve measurable value and long-term success. Conduct regular business reviews to discuss goals, performance, risks, and opportunities. Proactively monitor product adoption, engagement trends, and account health. Identify expansion, upsell, and cross-sell opportunities, partnering with Sales as needed. Develop and maintain success plans, best practices, and resources that help customers optimize their usage. Advocate for customer needs internally, collaborating closely with Product, Engineering, and Operations teams. Ensure customers are retained, engaged, and positioned for renewal. Customer Support (50%) Act as an escalation point for complex support requests, stepping in to troubleshoot and resolve higher-impact issues. Respond to customer inquiries across channels (email, chat, helpdesk) with clarity, professionalism, and empathy. Document issues thoroughly and collaborate with technical teams to drive timely resolutions. Improve support processes, workflows, macros, and knowledge base content. Analyze support trends to identify recurring issues and opportunities for product or process improvement. Ensure SLAs and support quality standards are consistently met or exceeded.

Requirements

2+ years of experience in Customer Success, Customer Support, or a related client-facing role.
Strong communication skills with the ability to translate technical concepts into user-friendly language.
Proven track record of building strong customer relationships and driving customer outcomes.
Comfort managing support escalations and troubleshooting issues with a structured approach.
Ability to work cross-functionally and influence internal stakeholders.
Highly organized, resourceful, and calm under pressure.
Knowledge in Microsoft Suites (Excel, Word, PowerPoint).

Nice To Haves

Experience with customer engagement tools( Salesforce, Surveys, etc..) is a plus.
Knowledge of Insurance, Solar, and General contracting is preferred but not required.

Responsibilities

Own the post-onboarding relationship with assigned customers, ensuring they achieve measurable value and long-term success.
Conduct regular business reviews to discuss goals, performance, risks, and opportunities.
Proactively monitor product adoption, engagement trends, and account health.
Identify expansion, upsell, and cross-sell opportunities, partnering with Sales as needed.
Develop and maintain success plans, best practices, and resources that help customers optimize their usage.
Advocate for customer needs internally, collaborating closely with Product, Engineering, and Operations teams.
Ensure customers are retained, engaged, and positioned for renewal.
Act as an escalation point for complex support requests, stepping in to troubleshoot and resolve higher-impact issues.
Respond to customer inquiries across channels (email, chat, helpdesk) with clarity, professionalism, and empathy.
Document issues thoroughly and collaborate with technical teams to drive timely resolutions.
Improve support processes, workflows, macros, and knowledge base content.
Analyze support trends to identify recurring issues and opportunities for product or process improvement.
Ensure SLAs and support quality standards are consistently met or exceeded.