Customer Success Associate

🔥 1 minute ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $55k - $66k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Fullbay

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🚗 Transport

💰 Venture Round on 2019-05

SaaS • Enterprise • Transport

Fullbay is a comprehensive software solution designed specifically for diesel repair shops and other heavy-duty repair operations. The company offers a range of tools to streamline various aspects of shop management, including estimates and invoices, service order workflow, inventory management, and customer communication. Fullbay integrates with accounting systems for seamless bookkeeping and supports two-way texting between customers and shops. It also provides specialized repair software for fleet maintenance, mobile operations, and specific industries such as agricultural and emergency vehicles. With features like reporting, MOTOR integration for repairs, and secure cloud-based data, Fullbay aims to maximize shop efficiency and enhance profitability while contributing to safer roads.

📋 Description

• Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers using independent evaluation and prioritization of customer needs. • Analyze customer health and usage signals and autonomously execute targeted outreach strategies based on key behavioral triggers and disengagement indicators. • Analyze, address, and proactively combat customer cancellations by identifying root causes, evaluating disengagement patterns, and developing and executing re-engagement strategies using independent judgment. • Lead 1:many virtual engagement sessions (e.g., Office Hours, Q&A, training events) to proactively drive customer value at scale, tailoring content to audience needs. • Collaborate cross-functionally with the Digital Success team to design, inform, and execute lifecycle campaigns and customer engagement journeys using strategic insight. • Apply sound judgment in escalating and routing customer concerns requiring deeper support, using discretion to determine level of intervention. • Provide consultative support to customers navigating training resources and advanced product functionality, evaluating customer context to recommend optimal solutions. • Track and document customer interactions and business outcomes in CRM and CS tooling (e.g., Salesforce, ChurnZero), and leverage insights to inform strategy. • Identify and communicate churn risks, product feedback, success stories, and strategic insights with internal stakeholders to influence lifecycle and retention planning. • Contribute to a culture of continuous improvement by independently identifying and reporting systemic product or process issues, adoption challenges, and cancellation trends. • Design and test targeted customer campaigns, evaluating effectiveness and using judgment to refine messaging, timing, and delivery strategies. • Develop and tailor live demo content and training agendas based on customer segment needs. • Performs other duties as assigned.

🎯 Requirements

• 2+ years in Customer Success, Account Management, Support, or related roles (preferably in B2B SaaS).