Role Objective:

The Customer Success Associate (CSA) will support the Customer Success Manager in driving client engagement, ensuring timely execution of deliverables, maintaining process hygiene, and enabling revenue realization through follow-ups and coordination. The role is execution-focused and critical to improving client experience, retention, and operational efficiency.

Key Responsibilities:

1. Client Engagement & Coordination

- Schedule and coordinate monthly client touchpoints
- Maintain MOMs (Minutes of Meeting) and ensure timely follow-ups
- Support CSM in collecting client feedback and CSAT inputs
- Ensure timely response to client communication
- Proficient in data documentation for further analysis

2. Revenue Support & Collections

- Track accounts receivable and pending invoices
- Conduct regular follow-ups with clients for payments
- Coordinate with internal teams for billing-related queries
- Support CSM in upsell/cross-sell execution (documentation, coordination)

3. Churn Risk Monitoring

- Identify low engagement / low CSAT clients
- Flag potential churn risks to CSM proactively
- Track escalations and ensure closure within defined timelines

4.



Process & Documentation Management

- Maintain CRM hygiene and update all client interactions
- Ensure proper documentation of client data, strategy, and communication
- Maintain utilization reports and time sheets
- Support audit readiness with accurate records

5. Reporting & Forecast Support

- Maintain weekly revenue and client trackers
- Assist in preparing forecast data and reports
- Ensure data accuracy and timely reporting

Desired Profile:

- 1–3 years of experience (freshers with strong communication can be considered)
- Valuable communication and coordination skills
- Basic understanding of client servicing / account management
- Strong follow-up and organizational skills
- Comfortable with CRM tools, Excel, and reporting

Success Metrics for Role:

- Improved client response time
- Higher collection efficiency
- Better CRM hygiene and reporting accuracy
- Increased bandwidth for CSM to focus on revenue growth

Schedule: Monday to Friday
Experience: 1+
Opening(s): 2
Work Location: Ahmedabad, IN / Remote, IN
Job Timing: 6PM to 3AM

📌 Customer Success Associate (India)
🏢 Kitchen365
📍 India