Customer Success Associate

Scaled Account Ownership

Serve as the main point of contact for a high-volume portfolio of customers without a dedicated CSM, managing the relationship through digital touchpoints, automated programs, and proactive outreach.

The Fast-Value Guide

Lead new customers through a streamlined, self-serve-friendly onboarding experience that gets them to value quickly, without the need for white-glove support.

Navigate the Portfolio

Track usage data and health scores across your accounts to flag risk early, running targeted outreach and check-ins that protect retention before issues become churn.

Full-Cycle Support

Coordinate renewals for at-risk or complex scaled accounts with Sales and CS leadership, and route upsell or cross-sell opportunities you spot in your portfolio to Sales.

Program Mastery

Help build and refine the playbooks, email cadences, and in-app messaging that make one-to-many customer success possible, in partnership with CS leadership and Marketing.

Issue Resolution

Triage customer questions and issues, resolving what you can directly and looping in Support or Product when escalation is needed.

Reporting & Advocacy

Track adoption, health, retention, and NPS for your segment, sharing insights with CS leadership and surfacing patterns from scaled accounts to shape product and process decisions.

Qualifications

• 1 – 3+ Years of SaaS Experience: Proven track record in customer success, account management, or support; experience managing a high-volume book of business is a massive plus.
• Educational Background: Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent practical experience.
• High "Customer EQ": Clear, warm, confident communication — comfortable representing Ziflow across email, in-app messaging, and calls, and identifying the "pain behind the pain."
• Growth Mindset: Learning is part of our culture and knowing there is always room to improve is core to how we get better. You invite coaching, collaboration, and feedback in all you do.
• Organizational Mastery: Effortlessly manage competing priorities across a large portfolio without losing the personal touch.
• Data-Informed: Comfortable using usage data and health scores to prioritize your day and decide where to focus.
• Tech Literacy: Familiarity with CS platforms (e.g., ChurnZero, Gainsight, or similar), CRM tools, and a willingness to learn new systems quickly.