We are looking for a dynamic Customer Success Associate who is equally passionate about helping customers achieve meaningful outcomes and ensuring their day-to-day support needs are met efficiently. This hybrid role blends strategic customer success responsibilities with hands-on customer support, making it ideal for someone who thrives on relationship building, problem-solving, and driving customer satisfaction.

You will serve as the primary point of contact for strategic customers, guide them through onboarding and adoption, and support them through technical or operational issues. You will also influence team processes, contribute to customer-focused initiatives, and help scale a world-class customer experience function.

Customer Success (50%)

• Own the post-onboarding relationship with assigned customers, ensuring they achieve measurable value and long-term success.
• Conduct regular business reviews to discuss goals, performance, risks, and opportunities.
• Proactively monitor product adoption, engagement trends, and account health.
• Identify expansion, upsell, and cross-sell opportunities, partnering with Sales as needed.
• Develop and maintain success plans, best practices, and resources that help customers optimize their usage.
• Advocate for customer needs internally, collaborating closely with Product, Engineering, and Operations teams.
• Ensure customers are retained, engaged, and positioned for renewal.

Customer Support (50%)

• Act as an escalation point for complex support requests, stepping in to troubleshoot and resolve higher-impact issues.
• Respond to customer inquiries across channels (email, chat, helpdesk) with clarity, professionalism, and empathy.
• Document issues thoroughly and collaborate with technical teams to drive timely resolutions.
• Improve support processes, workflows, macros, and knowledge base content.
• Analyze support trends to identify recurring issues and opportunities for product or process improvement.
• Ensure SLAs and support quality standards are consistently met or exceeded.

Why You’ll Love Working Here

• Opportunity to shape a growing Customer Experience function.
• A collaborative, supportive, and customer-obsessed team.
• Room for growth into senior leadership roles within Customer Success or Support.
• A culture that values innovation, ownership, and continuous learning.
• Growth opportunity
• Medical and dental insurance (80% of the premiums paid by the company)
• Generous PTO allocations
• Company Holidays recognized
• We provide all resources necessary to obtain your Remote Pilot License/Part 107
• Participate in the Company 401K

• 2+ years of experience in Customer Success, Customer Support, or a related client-facing role.
• Strong communication skills with the ability to translate technical concepts into user-friendly language.
• Proven track record of building strong customer relationships and driving customer outcomes.
• Comfort managing support escalations and troubleshooting issues with a structured approach.
• Ability to work cross-functionally and influence internal stakeholders.
• Highly organized, resourceful, and calm under pressure.
• Experience with customer engagement tools( Salesforce, Surveys, etc..) is a plus.
• Knowledge in Microsoft Suites (Excel, Word, PowerPoint).
• Knowledge of Insurance, Solar, and General contracting is preferred but not required.
• In-Office Position

What Success Looks Like

• High levels of customer satisfaction, retention, and engagement.
• Consistent achievement of SLAs and fast resolution times.
• Reduction in recurring issues through proactive improvements.
• Taking a proactive and engaging role in account management and success.
• Clear, scalable processes for both success and support.
• Positive relationships with both customers and internal teams.