Customer Success Associate I

Build a customer-facing career where your work directly improves customer outcomes and long-term partnerships.

Job summary 

As a Customer Success Associate in HFS IR OPS, you support customers in their journey toward achieving their desired outcomes. You work closely with Customer Success and cross-functional partners to drive product adoption, expansion, and retention. You help ensure a consistent and seamless experience by proactively tracking progress, identifying risks, and resolving issues efficiently. You bring a customer-first mindset and use insights and data to improve engagement and results.

Job responsibilities 

• Support product adoption, expansion, and retention activities to maintain a healthy customer base
• Participate in regular customer and account meetings, capturing clear notes and action items to ensure accountability
• Investigate, triage, and resolve customer issues in a timely and efficient manner, coordinating with internal partners as needed
• Track and analyze key metrics to measure customer health and success outcomes
• Maintain accurate customer records, interactions, and progress updates in relevant systems
• Identify customer risks and escalate appropriately with recommended next steps
• Contribute to continuous improvement of customer experience processes, playbooks, and documentation
• Partner with cross-functional teams to support consistent onboarding and ongoing engagement

Required qualifications, capabilities, and skills 

• Experience in customer success, account support, client services, or a related domain
• Strong verbal and written communication skills, with the ability to explain ideas clearly to different audiences
• Customer-first mindset with a focus on helping customers achieve measurable outcomes
• Comfortable using technology and learning new programs, tools, and workflows
• Strong analytical and critical thinking skills, with the ability to use data to inform next steps
• Strong organizational skills, with the ability to manage multiple priorities and follow through on commitments
• Demonstrated problem-solving skills and ability to work through issues efficiently and professionally

Preferred qualifications, capabilities, and skills 

• Experience supporting customers in a technology, software, or platform environment
• Familiarity with customer relationship management tools (for example, Salesforce) or similar systems
• Experience interpreting customer health metrics, usage trends, or operational performance indicators
• Ability to collaborate effectively with product, operations, and technology partners to drive outcomes
• Experience supporting onboarding, enablement, or customer training initiatives
• Basic project management skills (planning, tracking, and communicating progress)