AI Success Strategist driving customer success through AI initiatives at Zendesk. Owning the AI roadmap and delivering measurable business impact for key customers.
About the role
- Customer Success Associate managing SMB customer relationships in SaaS at Sitemate's Austin office. Support onboarding, retention, and growth for customers in the heavy industries.
Responsibilities
- Take ownership of a portfolio of SMB customers, as their main point of contact.
- Prescribe recommendations for configuring our software for a range of use cases in the heavy industries.
- Monitor customer account health, identify customers at-risk of churn and take proactive steps to address present/upcoming risk.
- Identify opportunities to upsell our existing customer base, looping in an Account Manager as required.
- Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist.
- Effectively use tools such as Salesforce, Front and Vitally to ensure key client information is captured and shared internally.
- Respond to incoming NPS survey responses, collect customer feedback and relay insights to our product team.
- Help resolve support queries and escalate issues to our product team if required.
- Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy.
Requirements
- Recent graduate (Bachelor’s degree or equivalent experience).
- Strong organisational skills and attention to detail.
- Ability to work independently and adapt to changing priorities.
- Strong communication skills.
- Prior exposure to Salesforce (or other CRM systems).
- Experience building presentations in Google Slides / PowerPoint.
- Internship or part-time experience in SaaS, consulting, or customer-facing work.
Benefits
- Competitive, performance-based remuneration
- Equity options - own a piece of what you’re helping to build
- 20 days paid annual leave, plus sick, carer’s, and compassionate leave
- Parental leave - 16 weeks for primary and 6 weeks for secondary carers (including adoption and stillbirth support)
- Comprehensive health coverage - Medical, Dental, and Vision insurance (company pays 100%)
- Retirement savings - 401k plan
- Health Savings Plan (HSA) - Tax-advantaged healthcare savings
- Life and disability protection - Basic life insurance, AD&D, short-term and long-term disability coverage
- Pension plan - Customized retirement benefits
- Learning & Development - professional growth budget and transparent career plans
- Laptop and home office setup budget
- Flexible work - remote or hybrid options, plus the ability to work from anywhere for several weeks each year
- Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions
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