Role Summary

The Tech-Touch Customer Success Associate manages a rotating book of single-location customers and supports their onboarding, adoption, and ongoing success through standardized playbooks and automations. In addition, this role owns the renewal and price-increase communication process for this segment’s customer base. The Specialist focuses on operational consistency, timely follow-through, and ensuring a smooth experience during key lifecycle moments.

What you will do

• Manage customers assigned through a round-robin queue and follow tech-touch playbooks for onboarding and adoption.
• Monitor customer usage and health signals weekly, taking action when accounts show risk indicators.
• Deliver light-touch support through email, in-app messages, and short customer guidance as needed.
• Run the full renewal process for all customers in this segment: send reminders, track progress, follow up, and escalate when needed.
• Carry out annual price-increase communications, manage customer responses, and coordinate with Billing for updates.
• Work closely with Support to help customers resolve product issues and continue progressing in their adoption journey.
• Maintain accurate documentation across systems, ensuring notes, tasks, tags, and renewal stages are kept up to date.
• Follow SLAs consistently and ensure all daily and weekly workflows are completed on time.
• Identify opportunities to improve automations, playbooks, or communication templates and share suggestions with the Team Lead.

What you will bring

• 1-2 years of experience in customer facing roles such as support, training, implementation etc.
• Strong written communication skills, especially for email-based customer interactions.
• Excellent organizational skills and comfort working with structured workflows.
• Familiarity with CRM and customer lifecycle tools, or a willingness to learn them quickly.
• Ability to recognize patterns in customer behavior and identify early signs of risk.
• A calm and professional approach to handling objections or renewal-related conversations.
• High attention to detail and a strong sense of ownership over assigned tasks.
• Comfort working in a fast-paced SaaS environment with a high volume of customers.
• Communication Skills: Excellent verbal and written communication skills
• Problem-Solving: Strong problem-solving abilities and a proactive approach to addressing complex customer issues.
• Technical Aptitude: Ability to quickly learn and understand new software and technology