Customer Success Associate - USA, B2B SaaS

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TYPE OF WORK

Full Time

SALARY

N/A

HOURS PER WEEK

TBD

DATE UPDATED

Oct 2, 2026

JOB OVERVIEW

About Us
We are a US-based SaaS software company on the East Coast, building workplace experience software. Our customers include universities, corporate offices, hospitals, and other organizations across the US and internationally.

The Role
We are looking for a warm, reliable, and genuinely caring Customer Success Associate to stay in regular touch with our small and mid-sized customers. You will be the friendly, consistent voice of our company: checking in, sharing helpful updates, and making sure every customer feels looked after.

This is not a hard-selling role. We want someone who builds trust naturally and takes real ownership of their customers.

What You'll Do

Manage an assigned portfolio of customers and reach out to each one at least once per quarter with a thoughtful, personalized message
Share product updates and new features that are relevant to each customer's use case
Identify customers who may benefit from upgrades or additional licenses, and introduce these options in a helpful, low-pressure way, using guidance and materials from our team
Hand off sales opportunities and technical issues to the right internal team members, and follow up until they are resolved
Remind customers about upcoming renewals and help keep the renewal process smooth
Keep clear, up-to-date notes on every customer interaction in our CRM
Gather customer feedback and share patterns with our team

Most communication will be by email. Occasional video calls may be needed.

What We're Looking For

Excellent written English: clear, natural, warm, and professional
Good spoken English for occasional calls
4+ years in customer success, account management, or customer support, ideally for B2B software or SaaS
Highly organized: you can manage hundreds of accounts without anyone falling through the cracks
A genuine sense of responsibility: you follow through, ask questions when unsure, and don't need reminders
Comfortable learning a technical product and explaining it in simple terms
Experience with a CRM (HubSpot, Salesforce, Zoho, or similar) is a plus
Experience working with US clients is a plus

Schedule & Compensation

Full-time, 40 hours/week, independent contractor
Must overlap with US Eastern Time business hours, at least 7:00 AM – 3:00 PM ET
Monthly pay: USD $1,500 – $2,500, depending on experience
Paid onboarding and training on our product
Performance bonus based on customer retention and successful upgrade referrals
Long-term position for the right person

How to Apply
A short introduction about yourself and your customer-facing experience
A writing sample. A university customer has used our software for two years. Their contract renews in 60 days, and their account has had very little activity in the last three months. Write the email you would send to their main contact (under 200 words).
A 1–2 minute video introducing yourself (a Loom, Google Drive, or YouTube unlisted link is fine)

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