Customer Success Associate

About the job

About the job: Workplace Type: Remote Employment: Full time Compensation: Max 15 LPA About the Company We are a fast-growing global SaaS company building a marketing automation platform for U.S.-based local and multi-location businesses. Our technology helps businesses plan, execute, optimize, and measure paid digital marketing across major channels such as Search, Social, Display, Video, Email, and SMS all from a single platform. We are expanding our customer-facing team in India and are hiring voice-based Customer Success Associates who can confidently speak with U.S. business owners, guide them through performance conversations, and help them succeed using our platform. This is a phone-first, relationship-driven role focused on onboarding, ongoing performance discussions, and long-term retention. About the Role • Run live calls with U.S. local business owners to understand their goals, answer questions, and guide them on using the platform effectively • Manage the full lifecycle of assigned accounts on calls, including: • Activation and initial onboarding • Onboarding refreshers / health check calls • Regular performance review conversations • Handling concerns and churn-risk situations • Identifying opportunities for additional campaigns, features, or locations • Translate marketing performance into plain English, helping customers clearly understand: • Whats working • Whats not • What actions to take next • Identify issues such as connection problems, low performance, or incorrect setup, and collaborate with internal teams (Customer Success, Technical, Ad Operations, Analytics) to resolve them • Accurately document call notes, follow-ups, and next steps in internal systems • Build long-term customer relationships that drive trust, adoption, and retention. Qualifications • Excellent spoken English confident, clear, and comfortable holding long conversations with U.S. customers • Experience in Customer Success, Account Management, or voice-based client roles, ideally with international customers • Willingness to work U.S. EST hours consistently (7:30 PM 3:30 AM IST) • Strong customer empathy and ability to remain calm and professional under pressure • Ability to explain products and performance in a structured, easy-to-follow way • High ownership mindset you follow through, close loops, and dont let customer issues drop.

Requirements

• Excellent spoken English
• Customer empathy
• Understanding of digital marketing fundamentals

Preferred Technologies

• Excellent spoken English
• Customer empathy
• Understanding of digital marketing fundamentals

Benefits

• Opportunity for a clear growth path into senior customer-facing or strategic roles

About the company

We are a fast-growing global SaaS company building a marketing automation platform for U.S.-based local and multi-location businesses.