Customer Success Associate [US]

Rocket.Chat•Wilmington, DE

1d•Remote

About The Position

As a Customer Success Associate, you will support the go-to-market team in delivering exceptional experiences to our customers while helping ensure strong adoption, satisfaction, and retention. In this role, you will work closely with cross-functional teams to assist customers throughout their lifecycle — from onboarding to ongoing engagement and technical support, owning renewals and upsells targets. You will help monitor customer health, support training initiatives, and contribute to building strong, long-term relationships with our customers. We’re seeking someone passionate about technology, eager to learn, and excited to help customers succeed with our open-source communications platform. This role is ideal for someone who enjoys problem-solving, building relationships, and developing expertise in Customer Success within a fast-paced SaaS environment.

Requirements

Experience in Customer Success, Account Management, Customer Support, Technical Support, or other customer-facing roles within a B2B SaaS environment;
Experience working with SaaS platforms and software products, with the ability to understand product functionality and communicate value to customers;
Strong technical acumen with the ability to quickly learn technical concepts related to software platforms, APIs, integrations, and product configurations;
Experience interacting with technical stakeholders (such as developers, IT teams, or solution architects) and ability to confidently navigate technical discussions;
Understanding of Customer Success metrics and indicators such as NPS, customer health scores, churn, product adoption, and engagement;
Experience supporting customers onboarding, product training sessions, or product demonstrations;
Experience working with CRM or Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight, or similar tools);
Strong organizational and time management skills, with the ability to manage multiple customer interactions and priorities simultaneously;
Excellent written and verbal communication and presentation skills;

Nice To Haves

Active U.S. Security Clearance (or eligibility to obtain one) is a strong plus.
Familiarity with open-source technologies is a plus.

Responsibilities

Manage a portfolio of customer accounts with a focus on driving adoption, satisfaction, renewals, and expansion opportunities;
Support go-to-market teams (e.g., Account Executives, Customer Success Managers, Pre-Sales, and other customer-facing teams) to ensure a seamless customer experience and successful account outcomes;
Own day-to-day relationships with assigned customers, acting as a key point of contact and helping them achieve their desired outcomes with the platform;
Assist customers throughout the lifecycle, including onboarding coordination, product walkthroughs, technical support and training sessions to ensure successful product adoption;
Monitor customer health indicators such as engagement, product usage, and feedback to proactively identify risks and opportunities;
Maintain accurate CRM records and ensure strong system data hygiene by keeping customer interactions, account updates, and lifecycle activities properly documented;
Support and contribute to commercial outcomes by identifying, tracking, and helping close renewal and upsell opportunities within your portfolio;
Work toward achieving individual and team targets related to renewals, account growth, and customer retention;
Prepare and support customer meetings, check-ins, and business reviews, ensuring clear follow-ups and action plans;
Identify customer needs, pain points, and additional use cases that may lead to expansion opportunities;
Collaborate closely with internal teams such as Sales, Product, and Support to ensure customer feedback is shared and customer needs are addressed effectively;
Maintain proactive and consistent communication with customers to ensure they continue to realize value from the platform.