Customer Success Associate

About the role

A Customer Success Associate at Dripos will bridge the gap between our customers and the product team. The role involves owning customer relationships, facilitating product feedback, and creating a best-in-class success system through exceptional customer support, account management, and product management.

Responsibilities

• Handle daily customer support outreach
• Facilitate product feedback sessions
• Owning the customer relationship post-launch
• Own relationships with customers, from multi-unit high-growth shops to third-wave single-units
• Respond to customer inquiries via phone, text, and email with a problem-solving mindset
• Become an expert in all aspects of the product and build product knowledge resources
• Collaborate with the team to relay product feedback directly from customers
• Participate in weekly inter-team retrospectives to reflect, share feedback, and improve how we work and serve
• Act as a conduit between customer insights and internal teams to influence product direction

Requirements

• Passion for customer experience and a genuine desire to help businesses succeed
• Excellent written and verbal communication skills
• Experience in a customer-facing role, ideally within SaaS or startups
• Eagerness to experiment, fail fast, and continuously improve
• Ability to multi-task, stay calm under pressure, and problem-solve on the fly
• A strong sense of ownership and accountability

Qualifications

• No specific qualifications mentioned

Skills

• Strong communication skills
• Customer service experience
• Product knowledge and expertise
• Collaborative and problem-solving abilities

Benefits

• MacBook + all tech provided
• Catered daily lunch & late-night dinners
• Mental health or gym stipend
• Unlimited PTO
• Dog-friendly Manhattan office with full kitchen and snacks
• Full medical, dental, vision, life insurance & 401k
• Offsite team retreats & ongoing development support

Pay

$70K

Schedule

Fully in-person role at our Manhattan office