Customer Success Associate

What You'll Do

• Manage PCI compliance tracking and follow-up
• Support customers with failed payments, disputes, and chargebacks
• Cook up workflows and documentation around billing and payment-related issues
• Review customer health metrics weekly
• Identify accounts with declining usage or incomplete onboarding
• Execute proactive outreach campaigns
• Track and report trends in customer engagement
• Identify customers eligible for quarterly-to-annual plan conversion
• Surface upsell opportunities in collaboration with Sales
• Request reviews from satisfied customers
• Help operationalize retention and expansion initiatives
• Respond to customer questions via help desk with fast SLAs
• Triage product questions and escalate appropriately while maintaining customer ownership
• Participate in after-hours and weekend on-call rotation
• Identify recurring issues and contribute to improved documentation and internal processes
• Onboard and train new customers

Who You Are

• Have 1–3 years of experience in customer success, customer support, or another customer-facing role within a SaaS or technology company
• Be an excellent communicator — clear, professional, and confident in both written and verbal conversations
• Have exposure to payment systems, billing workflows, chargebacks, disputes, or PCI compliance processes — and be comfortable navigating customer conversations around money
• Be highly organized and detail-oriented, with strong follow-through
• Be comfortable handling sensitive billing or payment-related conversations
• Be a strong problem solver who knows when to escalate and when to take ownership
• Able to manage multiple workflows in a fast-paced startup environment
• Be excited to deeply learn a complex product and become an expert in how moving companies operate
• Be interested in growing into a Customer Success Manager role over time

Bonus Points

• Have experience at a startup
• Have experience with B2B SaaS products
• Have experience supporting SMB customers (in the moving industry or another “blue-collar” industry)
• Familiarity with help desk systems (Zendesk, Intercom, etc.)
• Have experience with Airtable

Compensation

• Salary: $55-75K + equity
• Unlimited vacation
• Medical, dental, and vision insurance with comprehensive benefits
• 401(K)
• WFH equipment budget
• Opportunities to visit our HQ in NYC