Associate Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions.

About the Opportunity

The company is seeking a highly organized, data-driven Associate Customer Success Manager to drive retention and growth within an established book of business. This role is designed for a professional who excels at managing a large volume of accounts through a technology-driven engagement model. Rather than traditional high-touch management, this role leverages automation, data insights, and digital communication to ensure customers achieve measurable success. The individual will be responsible for the entire renewal lifecycle while acting as a "scout" to identify top candidates within their portfolio who are a fit for additional products and services.

Responsibilities

Customer Engagement & Success

• Portfolio Management: Own the commercial health of a large portfolio of customers using tech-touch (low-touch) and semi-automated engagement strategies. This includes regular interactions through phone and web meetings, such as Zoom or Microsoft Teams, to provide guidance and support.
• The Renewal Engine: Drive the end-to-end renewal lifecycle, managing outreach and negotiations to ensure high retention rates and on-time contract execution.
• Growth Discovery: Monitor customer health scores and usage data to identify "at-risk" accounts for intervention and "high-potential" accounts for product expansion.
• Lead Qualification: Identify customers ready for broader solutions and facilitate seamless hand-offs to the appropriate sales or expansion teams.

Process & Automation

• Digital Outreach: Design, test, and optimize automated touchpoints (emails, in-app notifications, etc.) across the customer journey to drive adoption.
• Data-Driven Triggers: Utilize customer behavior data and milestones to trigger personalized, automated outreach that provides value at the right time.
• Feedback Loops: Continuously improve the digital engagement model by analyzing campaign performance and customer feedback.

Cross-Functional Collaboration

• Ecosystem Alignment: Partner with Marketing, Product, and Sales to ensure a seamless and consistent customer experience.
• Content Creation: Collaborate with internal teams to deliver education resources, such as knowledge base articles, video tutorials, and newsletters.
• Strategic Insights: Provide "voice of the customer" data to the Product team to inform the roadmap and support accurate renewal forecasting.

Requirements

• 1–3 years in Customer Success, Account Management, or Sales Operations, ideally within a SaaS environment.
• Exceptional discipline and self-motivation; ability to manage a high volume of accounts and deadlines without oversight.
• Comfortable working with CRM tools (Salesforce) and using data to tell a story and drive action.
• Ability to write concise, engaging digital content and conduct professional commercial conversations during the renewal process.
• A drive to "automate the routine" to focus on high-value interventions.

Success Metrics

• Retention: Net Revenue Retention (NRR) and Churn Reduction.
• Growth: Number of qualified expansion leads identified and passed.
• Efficiency: Campaign performance, automation reach, and portfolio health scores.

Why Join Us?

• A balanced 80% Base / 20% Variable compensation structure that rewards both retention and pipeline generation.
• Career Growth: This role provides deep exposure to the operational side of SaaS. Success here paves the way for roles in Senior Customer Success, CS Operations, or Account Management.

Benefits

• Competitive compensation that reflects skills and contributions.
• Comprehensive health insurance plans.
• Wellness programs that promote physical and mental well-being.
• Traditional and Roth 401(k) savings options with company match.
• Remote-first with flexible working hours.
• Prioritized work-life balance, with 15 observed days off in addition to PTO.
• Family-friendly policies including paid parental leave.
• Paid life insurance, short-term, and long-term disability insurance.
• Regular acknowledgement of achievements with recognition programs.
• Counseling services and resources for personal and professional challenges.
• Transparent communication about company goals, strategy, and performance.
• Regular feedback sessions and performance reviews.
• Anti-bias and anti-harassment training programs.
• Trust and autonomy in decision-making within the role.
• Work environment that encourages authenticity.
• Flat management structure with approachable leaders who welcome feedback.
• Support from private equity firms that invest in high-growth private companies across North America.