Position: Customer Success Associate

Job Location: Chennai (Base Location) / Remote

Shift Time : PST

Employment Type: Full Time

Role Overview

Customer Success Associates are responsible for delivering an exceptional customer experience across a portfolio of small and emerging customer accounts. The CSA will primarily manage accounts with an Annual Recurring Revenue (ARR) of less than $5,000, ensuring customers successfully adopt and utilize the platform, receive timely support, and realize value from their partnership with Experience.com.

The Customer Success Associate will operate within established Customer Success processes and playbooks, maintaining proactive communication with customers, monitoring account health and engagement, addressing routine customer needs, and identifying potential risks and growth opportunities.

This role is focused on scaled and efficient customer success management, with an emphasis on customer engagement, adoption, retention, and operational excellence. Complex customer issues, strategic opportunities, and accounts requiring higher-touch engagement will be appropriately escalated to the Customer Success Manager or relevant internal teams.

Key Duties & Responsibilities
Essential Duties and Responsibilities:

- Manage a portfolio of small customer accounts with less than $5,000 ARR, ensuring customers receive consistent and proactive support throughout their lifecycle.
- Establish positive, responsive, and qualified relationships with assigned customers through email, phone, virtual meetings, and other appropriate communication channels.
- Support customers through onboarding and ensure they understand the platform, key features, available resources, and processes relevant to their needs.
- Drive product adoption by educating customers on relevant Experience.com solutions, features, and best practices.
- Follow established Customer Success playbooks, processes, and engagement strategies to maintain consistent customer experiences across the assigned portfolio.
- Conduct regular customer outreach and check-ins to understand customer needs, monitor engagement, and proactively address potential concerns.
- Monitor customer activity, product usage, engagement,



and other available customer health indicators to identify accounts that may require additional attention.
- Identify early warning signs of customer dissatisfaction, disengagement, or churn and take appropriate actions to mitigate customer risk.
- Resolve routine customer questions and requests by providing accurate information and coordinating with internal teams when necessary.
- Work collaboratively with Support, Product, Engineering, Sales, Finance, and other internal teams to ensure customer questions and issues are addressed efficiently.
- Escalate complex technical, commercial, or strategic issues to the appropriate Customer Success Manager or internal stakeholder with clear documentation and relevant customer context.
- Maintain accurate and up-to-date customer information, activities, notes, tasks, and engagement records in Salesforce or other designated systems.
- Track customer commitments, follow-ups, and action items to ensure timely completion and clear communication with customers.
- Support customer retention initiatives by maintaining consistent engagement and ensuring customers are receiving value from the platform.
- Identify potential upsell, cross-sell, expansion, or additional product opportunities and communicate relevant opportunities to the Customer Success Manager or Sales team.
- Assist Customer Success Managers with account reviews, customer communications, campaigns, and other structured customer engagement activities as required.
- Capture customer feedback and communicate the Voice of the Customer to the appropriate internal teams.
- Contribute customer insights, recurring issues, product feedback, and customer wins that can help improve customer experience and internal processes.
- Participate in Customer Success initiatives, programs,



and process improvements designed to increase customer adoption, engagement, satisfaction, and retention.
- Maintain a strong understanding of Experience.com's products, platform capabilities, customer processes, and available resources.

Key Performance Indicators

- Customer Retention / Gross Revenue Retention (GRR) for the assigned customer portfolio.
- Customer Engagement including proactive outreach, customer interactions, and completion of defined engagement activities.
- Product Adoption including customer utilization of relevant platform features and solutions.
- Customer Health including customer satisfaction, engagement levels, and identification/resolution of potential risks.
- Onboarding & Activation including timely completion of assigned onboarding and activation activities.
- Customer Issue Resolution including effective ownership, follow-up, and escalation of customer requests.
- CRM & Process Compliance including accurate and timely maintenance of Salesforce/customer records and completion of required Customer Success activities.
- Growth Opportunity Identification including identification and appropriate handoff of qualified expansion, upsell, and cross-sell opportunities.

About Us

We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.

Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, Calif. and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.

Indian Registered name: Buyers Road India Private Limited

Pay: ₹350,000.00 - ₹700,000.00 per year

Benefits:

- Paid sick time
- Paid time off
- Provident Fund

Work Location: Remote

📌 Customer Success Associate (India)
🏢 Experience.com
📍 India