Voice AI Test - CSM

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Associate Customer Success Manager

About the Role

You'll own a portfolio of accounts and be the primary relationship owner for a set of customers post-sale. Your job is to make sure they're actually getting value out of the product, not just paying for it. This role is a good fit if you're empathetic, data-informed, and genuinely like problem-solving with people.

What You'll Do

• Manage a book of business, primarily SMB or Mid-Market accounts
• Run regular check-ins with customers to review product adoption, surface issues, and align on goals
• Track health signals (usage data, support ticket trends, NPS) and proactively reach out when something looks off
• Partner with Sales on renewals and expansions for your accounts
• Escalate product feedback to internal teams with the context needed to act on it
• Support customers through new feature rollouts and product changes

What We're Looking For

• 0-2 years of experience in customer-facing work, whether that's CS, account management, support, or even retail
• Strong written and verbal communication; you're comfortable leading a call and following up clearly in writing
• You're proactive — you don't wait for a customer to tell you something is wrong
• Comfortable with data; you can look at a usage dashboard and draw a conclusion from it
• Organized enough to juggle 30-50 accounts without dropping context
• Bachelor's degree or equivalent experience

Nice to Have

• Experience with CRM or CS tools (Salesforce, Gainsight, HubSpot, etc.)
• Familiarity with SaaS products or B2B environments

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