Customer Success Associate

About Close

Since 2013, Close has been building a CRM designed to empower sales teams to sell more, faster, by eliminating manual data entry and focusing on communication. We are a bootstrapped and profitable company with a ~100-person, 100% remote team dedicated to ensuring small, scaling businesses succeed.

About The Role

Close is seeking a Customer Success Associate to play a pivotal role in driving retention and growth among our new customers. In this position, you will work with a diverse range of startups and growing companies, acting as their Close consultant to establish strong sales processes within the platform. Your primary focus will be proactive outreach to book account reviews with new customers, including Founders and CEOs, directly impacting customer retention and success.

You are:

• Backed by at least one year of experience with B2B SaaS in a customer success role.
• Preferred: Frontline sales experience or experience with a CRM platform or sales enablement tool.
• A clear, precise communicator, both verbally and in writing, for Zoom consultations and email advice.
• Energized by working independently in a fast-paced, remote environment, managing time and prioritizing demands effectively.
• Able to build rapport quickly with new customers daily.
• Highly emotionally intelligent, understanding and empathizing with customer needs while maintaining a friendly, strong demeanor.
• Experienced with working in a startup, ideally in a remote setting.
• Physically based in the U.S. and proficient in English, with a preference for ET, CT, MT, and PT time zones.

You will:

• Virtually train and onboard new and existing customers.
• Proactively reach out to high-potential new customers.
• Conduct research to identify high-growth and at-risk customers.
• Communicate effectively via multiple platforms (SMS, call, email, Zoom, social) with all Close customers, including co-founders, executives, and sales teams.
• Work closely with Success and Sales teams on seamless customer transitions.
• Identify expansion opportunities and upsell customers.
• Host and manage recurring office hours, group trainings, and interactive demos.
• Identify customer content needs and create FAQs, white papers, and videos.
• Communicate with customers in our online Community and via our Helpdesk software.

Benefits

• Competitive compensation including an organization-wide goal-based bonus.
• Paid Time Off: 5 Weeks PTO upon joining + Winter Holiday Break, with 2 additional PTO days each year.
• Paid Parental Leave for primary and secondary caregivers.
• Sabbatical: 1 month paid sabbatical after 5 years with the team.
• Healthcare (US residents): Medical, Dental, and Vision with HSA and FSA options.
• Dependent care FSA (US residents).
• 401(k): Up to 6% contribution match, 100% vested.

Key skills/competency

• Customer Success
• CRM Software
• B2B SaaS
• Sales Process Optimization
• Customer Onboarding
• Client Retention
• Proactive Outreach
• Communication Skills
• Time Management
• Upselling