Responsibilities

• Support onboarding for new customers, helping them get set up, trained, and confident using our platform.
• Serve as a responsive point of contact for customer questions, troubleshooting and documenting issues and coordinating with the Technical teams as needed.
• Resolving support incidents with the Technical team as needed per SLAs
• Monitor customer usage and engagement data, flagging accounts that may need additional attention or outreach.
• Assist senior CSMs in preparing and delivering business reviews, success plans, and account updates.
• Maintain accurate records of customer interactions, health notes, and activities in CRM tools
• Help build and organize customer-facing resources such as guides, FAQs, and onboarding materials.
• Gather and relay customer feedback to Product and Engineering teams to help shape the roadmap.
• Participate in team meetings, training sessions, and CS initiatives to develop your skills and grow within the role.

Requirements

• 0–2 years of experience in customer success, account management, support, or a client-facing role (internships count!).
• Strong written and verbal communication skills — you're clear, empathetic, and professional.
• Highly organized with the ability to manage multiple tasks and priorities simultaneously.
• Curious and tech-savvy; comfortable learning new software platforms quickly.
• A genuine desire to help customers succeed and a positive, team-first attitude.
• Experience with CRM or CS tools (Salesforce, HubSpot, Intercom, etc.) is a plus, not a requirement.
• Bachelor's degree or equivalent practical experience.