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Customer Success Associate

September 17, 2025


Full Time

,

Remote

Customer Success Associate

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Position Overview

We are seeking a dedicated Customer Success Associate to drive exceptional customer experiences throughout the entire customer lifecycle. This is a fully remote work- from-home position for a customer-focused professional who thrives in a SaaS environment and is passionate about client success.

Key Responsibilities


  1. Customer Onboarding & Product Demonstrations

  • Conduct engaging SaaS product demonstrations for prospective and existing clients


  • Lead comprehensive client onboarding processes to ensure successful platform adoption

  • Create and deliver tailored training sessions based on client needs and use cases

  • Enhance existing onboarding materials and suggest best practice improvements based on customer feedback

2. Technical Support & Issue Resolution 


  • Manage and resolve customer technical issues efficiently and effectively

  • Perform technical debugging of customer-reported issues and document the findings clearly

  • Respond to customer support emails with detailed, actionable solutions

  • Communicate technical issues and debugging findings to development teams for quick resolution

  • Maintain comprehensive records of customer interactions and resolutions


3. Cross-Functional Collaboration


  • Partner with software development teams to communicate customer feedback and feature requests. 


  • Collaborate with product teams to influence roadmap priorities based on customer insights.


  • Provide customer-driven insights to marketing teams


  • Support commercial and partner management teams with customer expansion opportunities 


4. Account Managementt

 

  • Build and maintain strong relationships with assigned customer accounts


  • Conduct regular health assessments and strategic check-ins with key clients


  • Identify opportunities for account growth and expansion


  • Serve as primary point of contact for customer success initiatives

Required Qualifications

  • Experience: 2-4 years in customer success, customer support, or related SaaS roles

  • Technical Expertise: Demonstrated experience in product demonstrations, technical issue management, and debugging with ability to communicate the findings to development teams


  • Communication: Excellent written and verbal communication skills with ability to explain technical concepts to diverse audiences


  • Analytical Skills: Strong problem-solving abilities with meticulous attention to detail

  • Cross-Functional Collaboration: Proven experience working with technical teams, particularly software developers

  • Adaptability: Ability to quickly learn and master new tools and software platforms

  • Customer-Centric Approach: Genuine passion for driving customer success and business outcomes

Preferred Qualifications


  • Platform Experience: Familiarity with e-commerce and CRM tools (HubSpot, Pipedrive, Shopify, Stripe, etc.)


  • Global Market Experience: Previous experience supporting international customers from UK, Europe, and Australia

  • Remote Work Proficiency: Proven success working remotely with strong self management capabilities

  • AI-First Learning: Enthusiasm for leveraging AI tools and technologies to enhance productivity and customer success outcomes

  • Schedule Flexibility: Ability to accommodate global customer base across multiple time zones

  • Industry Knowledge: Understanding of SaaS business models and customer success metrics


Key Competencies

  • Strategic thinking with ability to understand customer business objectives

  • Cultural sensitivity and experience working with diverse, international clientele

  • Exceptional organizational and project management skills

  • Proactive problem-solving mindset with customer advocacy focus

  • Continuous learning orientation in fast-paced technology environment

What We Offer

  • Fully remote work-from-home position with flexible working arrangements

  • AI-first learning culture at Cloudify that encourages innovation and continuous improvement through AI adoption

  • Opportunity to work with diverse, global customer base

  • Professional development and career growth opportunities

  • Collaborative environment with cross-functional teams

  • Exposure to cutting-edge SaaS technology and industry best practices

Application Requirements

Please email your resume to Debakhee Dewan (dd@cloudify.biz)

Cloudify is an equal opportunity employer committed to diversity and inclusion.