Customer Success Associate

Aura•Charlotte, NC

About The Position

AURA is seeking a Customer Success Associate to strengthen and grow key B2B relationships, ensuring that our customers and their end users receive exceptional service experience. This role is ideal for a dynamic, customer-focused professional with a background in B2B account management, customer success, and technology-driven solutions.

Requirements

Customer success experience
Account Management experience
Strong communication skills
Data-driven with strong customer analysis
Managing and growing key customer accounts
Drive adoption and retention strategies
Ability to work independently in a fast-paced environment

Nice To Haves

Industry experience in security, technology, or SaaS is advantageous

Responsibilities

Develop and maintain strong, long-term relationships with key stakeholders within customer organisations.
Act as the primary point of contact, ensuring seamless communication and resolution of customer queries.
Advocate for customers by understanding their needs and providing feedback to internal teams to enhance products and services.
Implement, and optimise customer success playbooks and adoption strategies tailored to different customer segments.
Drive customer expansion by identifying upselling and cross-sell opportunities to increase revenue for both AURA and its partners.
Execute initiatives that contribute to end-user growth in collaboration with customers.
Manage the onboarding of new customers, coordinating with cross-functional teams to ensure smooth integration and adherence to timelines.
Provide training and guidance to customers on AURA’s solutions, enabling effective adoption across their business units.
Work closely with internal teams to execute customer success strategies.
Maintain regular check-ins and status updates with customers.
Analyse customer data to drive decisions and continuously improve customer satisfaction.