[Hiring] Customer Success Associate REMOTE USA
Position: Customer Success Associate
Date Posted: July 31, 2025
Industry: Software / SaaS
Employment Type: Full Time
Experience: 2+ years in Customer Success, Account Management, Support, or similar roles
Qualification: Not Specified
Salary: $56,941.56 – $69,753.41 annually
Location: Phoenix, Arizona, USA (Remote)
Company: Fullbay
Description:
Fullbay is on the lookout for a Customer Success Associate (CSA) to join their remote team across the United States. This role is ideal for someone who thrives on helping clients succeed and understands how to drive product adoption and engagement through strategic, scalable initiatives.
In this role, you will manage a large portfolio of small to mid-sized customers. You’ll focus on building long-term customer relationships, reducing churn, driving adoption, and supporting renewal outcomes by leveraging data-driven strategies, tailored outreach, and customer lifecycle best practices.
Your Core Responsibilities:
- Manage retention-focused initiatives across a pooled set of accounts, applying your judgment to prioritize needs effectively
- Monitor customer engagement and proactively intervene based on behavioral signals or risk indicators
- Develop creative approaches to combat potential cancellations by identifying issues and launching re-engagement strategies
- Host and lead virtual training, Office Hours, and customer Q&A sessions tailored to audience needs
- Collaborate with digital success teams to shape lifecycle marketing efforts
- Escalate customer concerns with appropriate judgment regarding urgency and impact
- Act as a consultant, helping customers navigate training and optimize their use of Fullbay’s platform
- Record all client interactions and outcomes using systems like Salesforce and ChurnZero
- Identify and flag patterns in churn risk, success stories, product feedback, and trends to internal stakeholders
- Continuously analyze and test customer communication campaigns to refine effectiveness
- Create demo content and training sessions tailored to client segments and engagement trends
- Support any additional tasks or projects as needed
Required Background:
- 2+ years of experience in Customer Success, Account Management, or related fields—especially within the B2B SaaS industry
- Deep interest in building strong, positive relationships with clients
- Excellent communication skills across channels like email, phone, chat, and written formats
- Experience using CRM or customer success tools such as Salesforce, Gainsight, or Zendesk
- Strong time management and organizational skills
- High emotional intelligence with a balance of empathy and assertiveness
- Bonus: Knowledge of subscription models and customer health metrics
Physical Requirements & Work Conditions:
- Standard desk setup involving frequent computer use and moderate phone communication
- May require occasional lifting (up to 10 lbs) and standard mobility
- Must be able to focus on screen tasks, see close objects, and distinguish color and focus levels
- Typical work environment with moderate noise levels
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