Senior Customer Success Associate

About the job

ABOUT THE ROLE: As a Senior Customer Success Associate, you will independently own and manage the end-to-end customer experience for CircleDV's users-primarily seafarers and key operational stakeholders. This role is hands-on and execution-focused, requiring strong judgment, ownership, and the ability to manage complex onboarding, support, and engagement workflows across geographies. You will act as a trusted point of contact for users and internal teams, ensuring seamless onboarding, high engagement, and timely issue resolution while contributing to continuous improvement of customer success processes. RESPONSIBILITIES: - Own end-to-end onboarding for new seafarers and selected enterprise cohorts, from registration through activation. - Ensure SLA adherence across onboarding, support, and operational workflows. - Provide multichannel customer support (email, chat, phone) for escalated or complex user issues. - Coordinate and track global card issuance and shipment, working closely with logistics and fintech partners. - Monitor customer engagement and usage metrics to identify drop-offs, risks, and improvement opportunities. - Proactively conduct customer outreach to improve activation, engagement, and retention. - Act as a product feedback conduit, translating user insights into clear inputs for product and operations teams. - Support KYC/CDD processes, ensuring accurate documentation, follow-ups, and issue resolution. - Assist in executing customer engagement initiatives, workshops, and onboarding sessions. - Maintain accurate records in CRM and ticketing systems, ensuring data integrity and visibility.