Customer Success Associate
Findigs is on a mission to make renting work for all of us, simplifying the way forward in the rental process. The Customer Success Associate will ensure clients have a seamless experience with the Findigs platform, managing customer inquiries and collaborating with internal teams to enhance customer satisfaction.
Responsibilities
- Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone
- Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets
- Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices
- Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service
- Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement
- Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients
- Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn
- Identify potential upsell and cross-sell opportunities
- Contribute to the continuous improvement of our customer success processes, tools, and playbooks
- Maintain accurate client documentation, including training records, escalations, and engagement history
Skills
- 1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment
- Bachelor's degree or equivalent practical experience
- Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence
- A high degree of technical aptitude and the ability to learn new software quickly
- Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce)
- Strong problem-solving skills and the ability to navigate ambiguous customer situations
- Willingness to embrace the unstructured, fast-paced environment of a high-growth startup
- Prior startup experience
- Experience in Proptech or Fintech
- Experience creating content for a knowledge base (articles, videos, FAQs)
- Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution)
Benefits
- Health benefits
- 401(k) matching up to 4%
- Monthly gym stipend
- Lunch provided every day
Company Overview