Digital Customer Success Associate, Growth

Kintsugi AI; India; Remote; INR 921,000 - 1,938,000; Full time

Job summary

Kintsugi is seeking a Digital Customer Success Associate to manage 200–250 Growth accounts using automation and digital programs, not just calls. You’ll be the post-onboarding primary contact for account health, retention, and renewal, driving renewals and reducing churn.

Monitor health via admin panels and CS tooling, validate data quality, and collaborate with Sales, Finance, and Product/Engineering to resolve issues. Build scalable playbooks for a fast-moving startup.

Qualifications

• 1–2 years in a customer-facing retention role, ideally managing 100+ accounts.
• Proven ability to move retention and renewal metrics, not only report on them.
• Comfort using multiple tools simultaneously to manage a large portfolio.
• Strong written and spoken English; translate technical issues for customers.
• Collaborates across Sales, Finance, and Product/Engineering to resolve issues.
• Self-starter with bias for action; raises issues to leadership proactively.
• Startup mindset: hungry, resourceful, and fast-moving.

Responsibilities

• Own the post-onboarding relationship for 200–250 Growth accounts as primary contact for health, retention, and renewal.
• Drive retention and renewal rates; proactively identify at‑risk accounts to intervene early.
• Monitor health using CS tooling and admin panel; catch issues before tickets or churn.
• Validate data quality: addresses, classifications, and integration data flow.
• Act as escalation point with Support, Product, or Engineering for root fixes.
• Cross‑functional pairing with Sales on renewals, Finance on billing, Product/Engineering on issues.
• Surface patterns to leadership: recurring gaps and larger improvement opportunities.
• Manage high‑volume queue with daily triage and prioritization.
• Maintain records in CS tools so the team has full visibility.
• Help build scalable playbooks: health scoring, automated outreach, self-serve content.

Skills

Retention experience

Cross-functional collab

English comms

SaaS familiarity

High-volume management

Tools

DevRev

HubSpot

Gainsight

ChurnZero

Jira

Job description

About Kintsugi

About Kintsugi Kintsugi is the AI-powered sales tax automation platform built for SaaS and ecommerce businesses. We handle the parts of sales tax compliance that used to eat up a finance team's week, nexus tracking, registrations, filings, and audits, so our customers can focus on growing their business instead of chasing tax logic.

About the Role

About the Role A Digital Customer Success Associate manages a large volume of customer accounts using automation, data, and digital programs instead of traditional one‑on‑one phone calls and meetings. That's exactly what this role is. The Digital Customer Success Associate at Kintsugi owns the relationship with our Growth segment customers from the moment Onboarding hands them off. This is a high‑volume, tech‑touch role. Each Digital Customer Success Associate manages a book of 200 to 250 Growth accounts and is responsible for keeping those accounts healthy, renewing, and out of the escalation queue. Success in this role isn't about answering every ticket that comes in. It's about using our admin panel and tooling to spot risk early and get ahead of a problem before the customer ever has to raise their hand. This is a great fit for someone who wants real ownership over a large book of business and is energized by the pace and problem‑solving of a startup.

Responsibilities & Expectations

• Own the post‑onboarding relationship for 200 to 250 Growth‑tier accounts as the customer's main point of contact for account health, retention, and renewal.
• Drive retention and renewal rates across the book. Proactively spot at‑risk accounts and step in before they churn, not after.
• Monitor account health using the admin panel and CS tooling: login and usage activity, filing cadence, collected‑vs‑calculated tax variance, and integration status. Catch issues before they surface as a support ticket or a churn conversation.
• Validate ongoing account data quality, including addresses, product classification, and integration data flow.
• Act as the escalation point for account issues, pulling in Support, Product, or Engineering when something needs to get fixed at the root.
• Partner cross‑functionally with Sales on renewals and expansion, Finance on billing and plan questions, and Product/Engineering on recurring issues affecting the portfolio.
• Surface patterns to leadership, not just individual tickets: recurring product gaps, process breakdowns, and anything that points to a bigger fix.
• Manage a high‑volume queue without losing track of individual accounts. Triage and prioritize across the full book every day.
• Keep account records and communication history current across our CS tools (admin panel, DevRev, HubSpot, Gainsight/ChurnZero, Jira) so the whole team has visibility.
• Help build and refine the playbooks that let one person support 200+ accounts well: health scoring, automated outreach triggers, self‑serve content.

Qualifications Required

• 1 to 2 years in a customer‑facing retention role, ideally managing a high‑volume book (100+ accounts).
• A track record of moving retention and renewal numbers, not just reporting on them.
• Comfortable working across several tools at once to manage a large portfolio efficiently.
• Strong English written and verbal communication. Able to turn a technical or product issue into a clear customer conversation.
• A cross‑functional collaborator who works well with Sales, Finance, and Product/Engineering to get things resolved.
• A self‑starter with a bias for action. Identifies issues and brings them to leadership without waiting to be asked.
• Startup mentality: hungry, resourceful, and moves fast.

Preferred

• Experience with DevRev, HubSpot, Gainsight, ChurnZero, and/or Jira.
• Background in SaaS, fintech, or tax/compliance.
• Experience building or improving a tech‑touch/digital CS program (health scoring, automated playbooks) built for scale.

Compensation

$9500 - $15k USD base ~ OTE $14k - $20k USD

Originally posted on Himalayas