Sr. Customer Success Associate

• Manage a high volume of SMB customers primarily through 'one-to-many' communication and tech-touch workflows.
• Proactively monitor customer health scores in Planhat and provide targeted guidance when red flags appear.
• Act as the first line of defense for incoming customer inquiries via Zendesk, ensuring timely resolutions.
• Manage the end-to-end renewal process for your portfolio, including contract negotiations and administrative processing.
• Act as a 'Risk Cloud' expert, helping customers navigate the platform and providing feedback to the Product team.
• Partner with Sales to identify expansion opportunities, work with Support to escalate technical bugs, and relay customer feedback to Product.

• 2+ years experience in Customer Support, Customer Success, Sales Development, or Account Management roles.
• Tech Savvy with previous experience or strong desire to master Planhat, Zendesk, or Salesforce.
• Exceptional multi-tasking skills with ability to handle a high volume of emails and tickets.
• Commercial mindset comfortable with discussing contracts and renewals.
• Clear communicator able to explain complex GRC concepts in a simple, friendly way.
• Curiosity and drive to understand customer health data and help users find value in SaaS products.

Pay range: $88K - $100K

• Equity options.
• Flexible health and wellness benefits.
• Generous PTO, Annual Company Holidays, Health Days, and Summer Fridays.
• Access to LinkedIn Learning and regular People Leader training.
• Internal Mentorship Program.
• Paid volunteer hours and company-wide charitable activities.