Customer Success Associate

Max Retail; West Palm Beach (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

Max Retail in West Palm Beach, FL, is looking for a Customer Success Associate to build strong relationships with sellers, conduct onboarding calls, and drive ongoing engagement with our platform.

You will deliver advanced training, monitor customer health, prevent churn, and collaborate with Sales, Marketing, and Product to maximize platform adoption and outcomes.

This in-office role offers growth opportunities in a collaborative, fast-paced fintech/e-commerce environment.

Qualifications

• 0–1 year in customer success or account management, SaaS or e-commerce preferred.
• Strong communication and relationship-building skills.
• Experience with CRM systems and data analytics is a plus.

Responsibilities

• Drive customer success strategy by building relationships with key sellers and aligning outcomes.
• Deliver advanced training and provide solutions to maximize platform usage.
• Prevent churn and identify upsell opportunities to grow adoption.
• Own issue resolution and escalate where needed with internal teams.
• Use CRM data to monitor engagement and report account performance.
• Collaborate with Sales, Marketing, and Product to align customer outcomes.
• Contribute to best practices and mentor junior team members.

Skills

Communication skills

Problem-solving

Strategic mindset

Attention to detail

Customer-focused

Independent worker

Collaborative

Adaptability

Tools

Salesforce

HubSpot

Job description

****THIS IS AN IN-OFFICE POSITION IN WEST PALM BEACH, FL****

Max Retail is a technology platform enabling independent retailers and brands to sell their excess inventory online effortlessly. Our mission is to become the largest supply chain that holds no inventory, providing a seamless connection between supply and global demand. We empower our partners with the tools they need to thrive in an increasingly competitive market.

As a Customer Success Associate at Max Retail, you'll play a crucial role in ensuring our clients' success and satisfaction with our platform. Your responsibilities include building and maintaining strong relationships with sellers, conducting onboarding calls, continued engagement, and churn prevention. This position offers opportunities for professional growth and development within a collaborative and innovative environment.

We are seeking a proactive and customer-centric individual who is passionate about delivering exceptional experiences. The ideal candidate is empathetic, detail-oriented, and dedicated to helping customers achieve their goals. This role requires strong communication skills, a problem-solving mindset, and a genuine desire to make a positive impact.

What You'll Do:

• Drive customer success strategy: Develop and manage strategic relationships with key sellers to ensure their ongoing success on the platform. Work closely with sellers to understand their business objectives and tailor Max Retail's solutions to meet their specific needs.
• Training and enablement: Deliver advanced training sessions, offering deep product knowledge and custom solutions to help sellers maximize platform features and capabilities. Provide ongoing support to help customers optimize their usage and achieve their business goals.
• Churn prevention and growth: Proactively monitor customer health, identify potential risks, and develop strategies to prevent churn. Actively identify opportunities for upselling, cross-selling, and expanding product adoption.
• Issue resolution and escalation management: Take ownership of escalated issues, collaborating with internal teams to ensure timely resolution. Handle complex customer concerns with empathy, professionalism, and a strong focus on problem resolution.
• Data-driven insights: Utilize CRM tools and analytics to monitor customer engagement, gather insights, and report on account performance. Identify trends and provide feedback to the product and engineering teams to help shape the platform's future direction.
• Collaborate with cross-functional teams: Work closely with Sales, Marketing, and Product teams to ensure alignment and deliver the best possible outcomes for customers.
• Continuous improvement: Participate in the development of best practices and internal processes. Mentor junior team members and share expertise to improve the team’s performance and customer satisfaction metrics.

Who You Are:

• 0-1 years of experience in Customer Success or Account Management, preferably within a SaaS or e-commerce environment.
• Strategic mindset with a proven ability to manage complex accounts and build long-lasting relationships with customers.
• Exceptional communication skills, both written and verbal, with the ability to engage and influence at all levels of an organization.
• Demonstrated ability to solve problems proactively and develop tailored solutions based on customer needs.
• Highly detail-oriented, with a strong ability to manage multiple priorities and competing deadlines in a fast-paced environment.
• Customer-focused with a passion for improving customer experiences and delivering value.
• Strong experience with CRM systems (e.g., Salesforce, HubSpot) and customer support tools. Knowledge of data analytics and reporting is a plus.
• Comfortable working independently, but also thrive in a collaborative team environment.
• Ability to adapt to change quickly and thrive in a dynamic and evolving environment.
• Standard business hours (M-F 10am-6pm)