Customer Success Associate
About The Position
Are you passionate about helping customers get the most out of the tools they use and building strong, long-lasting relationships? Traction Complete is looking for an enthusiastic and customer-obsessed Customer Success Associate to join our growing team! As our Customer Success Associate, you'll be the go-to partner for a portfolio of SMB and mid-market customers, guiding them through onboarding, driving product adoption, and making sure they’re getting real value from our solutions. You’ll take on the role of a trusted advisor, listening closely to customer needs, spotting risks and opportunities early, and jumping in to help them overcome challenges. In this role, you’ll lean heavily on your communication skills, empathy, and knack for solving problems, even when the answer isn’t immediately obvious. You’ll know when to take initiative and when to pull in support, always aiming to keep customers happy and moving forward. If you love working directly with customers, enjoy being the calm, confident point of contact they rely on, and want to help shape the customer experience at a fast-growing SaaS company, we’d love to chat!
Requirements
- 1-2 years of experience in a customer-facing role (customer success, account coordination, support, sales development, etc.)
- Some experience with interacting directly with customers (i.e. calls, emails, meetings) and managing tasks and follow-ups independently
- Excellent verbal and written communication skills; strong active-listening skills and empathy
- Highly organized with strong time-management, ability to juggle multiple customers/tasks, and drive to resolution
- Problem-solver mindset: able to dig in, research solutions, propose options, and escalate appropriately when needed
- Comfortable working in a collaborative, cross-functional environment
- Self-starter: takes initiative, learns quickly, seeks help when stuck after using available resources
- Comfortable with technology: ability to learn new software/systems and explain them to others
Nice To Haves
- Some background in SaaS, technology services, or subscription model environment
- Sales or account-growth exposure (e.g., identifying opportunities, supporting renewals/upsells) though not required to own them
- Familiarity with CRM or customer-success tools (Salesforce, Gainsight, HubSpot, etc.)
- Bachelor's degree or diploma in business, communications, or related field
Responsibilities
- Welcome new customers and guide them through onboarding, configuring product, training users, establishing success metrics, and milestones
- Build and maintain relationships with assigned customers; serve as the go-to contact for their ongoing needs, questions, and adoption progress
- Monitor customer health (usage metrics, feature adoption, renewal risk indicators), flag issues early, and work cross-functionally to address them
- Conduct regular check-ins (calls/emails) to review progress, gather feedback, surface feature requests/bugs, and suggest next steps
- Support internal teams by documenting customer requirements, sharing insights, and maintaining accurate system records
- Collaborate with Sales to identify upsell/expansion opportunities (as appropriate), though not directly responsible for renewals or closing
- Serve as an advocate for the customer’s voice – help translate customer feedback into actionable insights for Product and Engineering teams
- Continuously learn and refine domain/product knowledge to confidently assist customers and escalate correctly when needed
Benefits
- Equity
- Sales incentive pay (for most sales roles)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
