Customer Success Associate

Threecolts LLC; Lucknow; On-site; INR 500,000 - 900,000; Full time

Benefits offered by this job

Healthcare benefits

Competitive compensation

40 days leave

Job summary

Threecolts is seeking a Customer Success Associate to onboard customers, build strong client relationships, and act as a liaison between customers and internal teams. You will guide onboarding, monitor usage, and ensure value realization from our SaaS platform.

The role requires 2–4 years in SaaS or eCommerce customer success, with strong communication and multitasking skills. Knowledge of Shopify is a plus, and you will work closely with Product and Support teams to drive renewals and growth.

Qualifications

• 2–4 years in customer success, account management, or business development in SaaS/eCommerce.
• Understanding of Shopify and eCommerce beneficial.
• Excellent communication and problem solving, able to explain technical concepts clearly.
• Ability to multitask and manage multiple client relationships.
• Experience creating proposals, negotiating contracts, and closing deals.
• Familiar with CRM tools, ticketing systems, and in‑app support platforms.

Responsibilities

• Build trusted relationships with clients and guide onboarding.
• Serve as bridge between customers and internal teams to resolve issues.
• Monitor customer health and identify risks to drive retention.
• Provide training on core features and assist with adoption.
• Identify upsell opportunities and support renewal discussions.
• Document feedback and feature requests for product teams.

Skills

Customer success

Account management

SaaS experience

Communication

Multitasking

CRM tools

Tools

CRM tools

Ticketing systems

In-app support

Job description

About Threecolts

Threecolts is the leading software suite for online & offline consumer brands (Amazon, Walmart, Target, Shopify, eBay, etc.). We’ve built a powerful ecosystem of software solutions to help businesses grow smarter — from revenue recovery and retail finance, to multichannel operations and pricing optimization. With over 500 employees globally and strong backing, we’re scaling fast across new markets and new partner channels.

Who We Are

We’re a global team built for speed, trust, and impact. As an AI enabled company, AI is integrated across Threecolts from development through to operations, empowering teams to move faster, build better, improve quality, and make more informed decisions. We hire exceptional people from all backgrounds and give them the autonomy to move fast and the accountability to deliver, where you will wear multiple hats, take ownership of challenges, and proactively solve problems beyond your immediate scope. Change is constant, ambiguity is part of the deal, and clear, concise communication is how we stay aligned, so when in doubt, bring people in.

Th Role

As a Customer Success Associate, you’ll be at the heart of our mission to ensure customers achieve their goals and realize the full value of our products and services. Your job? Build strong, trusted relationships with clients, guide them through onboarding, and proactively address their needs to drive success and satisfaction. You’ll act as the bridge between customers and internal teams, ensuring seamless communication and collaboration to resolve challenges and unlock opportunities.

This isn’t just about \u0022checking in\u0022 or \u0022managing accounts\u0022 — you’ll be the driving force behind customer retention, growth, and advocacy. By monitoring customer health metrics, identifying risks, and delivering tailored solutions, you’ll help clients thrive while contributing to the company’s long‑term success. We’re looking for someone who can anticipate customer needs, think strategically, and deliver exceptional experiences at every touchpoint. If you’re passionate about building relationships and driving impact, this is your chance to shine.

Key Responsibilities

• Support new sellers through product onboarding and help them complete the initial setup.
• Assist customers in understanding and using core features of the SaaS platform.
• Conduct product walkthroughs and provide basic training and guidance to customers.
• Maintain regular communication with customers to understand their requirements, questions, and challenges.
• Build positive customer relationships and ensure a smooth customer experience.
• Respond to customer queries and provide timely assistance through in‑app support, email, or other communication channels.
• Identify customer issues and coordinate with relevant internal teams to ensure timely resolution.
• Monitor customer activity and product usage to identify customers who may need additional support or guidance.
• Follow up with customers to improve product adoption and encourage the use of relevant features.
• Identify and pursue upselling and cross‑selling opportunities by recommending relevant add‑on modules, advanced features, and higher‑tier plans based on customer needs.
• Support account growth initiatives by identifying additional customer requirements and product needs.
• Assist with customer retention activities by following up with customers and addressing concerns that may impact renewals.
• Collect customer feedback and share relevant insights with the Product and Customer Success teams.
• Document customer feedback, feature requests, and product issues clearly for internal teams.
• Assist in reporting and tracking customer success metrics such as adoption, customer engagement, renewals, and churn.
• Maintain accurate customer information, activities, and interactions in CRM and ticketing systems.
• Work with Product, Development, and Support teams to follow up on customer issues, bugs, and feature requests.
• Help document custom development requirements and ensure the details are communicated correctly to technical teams.
• Support multiple customer accounts simultaneously while managing priorities and follow‑ups effectively.
• Should have basic understanding of Shopify, e‑commerce operations, and SaaS products to better support customers.
• Explain basic product and technical concepts to customers in a clear and easy‑to‑understand manner.

About You

• 2 - 4 years of experience in customer success, account management, or business development in a SaaS or eCommerce environment.
• Understanding of Shopify and eCommerce website development will be a plus.
• Excellent communication and problem‑solving skills, capable of translating technical concepts for non‑technical users.
• Ability to multitask and manage multiple client relationships effectively.
• Experience in creating proposals, negotiating contracts, and closing deals.
• Familiarity with CRM tools, ticketing systems, and in‑app support platforms.
• Bonus: Experience working with development teams on bug tracking and custom feature implementation.

Why Join us

• We’re a fast‑growing company solving real problems for e‑commerce businesses. The work you do here will have a real impact.
• You’ll work alongside some of the smartest, most driven people in the industry. We don’t settle for average—we aim for the best.
• We give you the autonomy and trust to run with big projects and make an impact. No micromanagement, just ownership.

Compensation, Perks & Benefits

• 40 days Leave
• 5 Days Working
• Competitive Compensation
• Healthcare benefits
• Regular rate reviews and bonus opportunities