Customer Success Associate

Accountabilities: Support onboarding, adoption, and ongoing success for a portfolio of small and medium-sized customer accounts. Proactively engage with customers throughout their journey to improve retention, satisfaction, and product usage. Educate users on platform capabilities and help them identify solutions that maximize business value and return on investment. Monitor customer health, gather insights, and use feedback and data to improve customer experiences. Identify opportunities for account growth through relevant upsell and cross-sell conversations aligned with customer goals. Respond to customer requests related to product usage, security and compliance topics, contracts, discounts, extensions, and general inquiries. Collaborate with internal teams including product, legal, and commercial stakeholders to resolve customer needs efficiently. Participate in online communities and discussions to support users, answer questions, and connect customers with the right resources. Share recurring customer challenges, feedback, and feature requests with product teams to influence future improvements. Maintain strong knowledge of products, services, and the broader technology ecosystem to provide valuable customer guidance. Requirements: Strong organizational and prioritization skills with the ability to manage multiple customer relationships and responsibilities. Excellent communication and interpersonal skills, with confidence engaging directly with users and building strong relationships. Customer-focused mindset with genuine curiosity about customer needs and challenges. Strong listening skills, empathy, and emotional intelligence. Ability to explain technical concepts clearly and support users in adopting technology solutions. Willingness to learn technical concepts, coding practices, and new technology platforms. Experience in Customer Success, Account Management, customer support, or another customer-facing role is desirable. Familiarity with technology platforms, SaaS products, or software ecosystems is an advantage. Knowledge of Atlassian tools, scripting languages, or similar technical environments is a plus. Consultative approach and ability to identify opportunities that create additional customer value. Additional language skills are considered an advantage. Benefits: Fully remote-first working environment with flexible working hours. Generous paid time off policy designed to support work-life balance. Flexible approach that allows work to fit around personal needs and lifestyle. Company-provided MacBook and support for setting up a home office. Extended family-friendly leave policies, including paid parental leave and support for adoption, IVF, surrogacy, and other health-related needs. Opportunity to work with global customers and innovative technology solutions. Inclusive and diverse workplace culture focused on employee well-being and growth. Professional development opportunities and access to learning resources. Supportive environment where employees are trusted to take ownership and make an impact.