Customer Success Associate (Denver, CO)

WebHosting; Denver, Northern (CO, KY); Hybrid; USD 69,000 - 80,000; Full time

Job summary

Netlify is a fully distributed company seeking a remote Customer Success/Account Manager to own a book of accounts, drive renewals, and ensure customer success on our platform. You will track health signals, coordinate with Sales on expansions, and partner with Product to close feedback loops.

This role offers mentorship, ownership, and impact across teams. You’ll use product data to demonstrate value in renewal conversations, pursue feature adoption, and help customers maximize platform

Responsibilities

• Own the day-to-day relationship for your book of accounts, serving as the primary point of contact and keeping customers informed, engaged, and successful on the platform
• Contribute ideas to dashboards and workflows to track your book of business – renewal timelines, health signals, engagement levels, and expansion indicators – so nothing falls through the cracks
• With guidance of leadership, drive outreach to customers ahead of renewal, lead those conversations, handle objections, and negotiate terms on flat renewals and smaller expansions, looping in Sales when a meaningful expansion opportunity emerges.
• Track and forecast your renewal book on a rolling basis, proactively surfacing risks and creating plans to address them before they become problems
• Use product usage data and customer outcomes to demonstrate value in renewal conversations and ongoing check-ins
• Identify opportunities for feature adoption and product expansion within accounts, and flag those signals to the Sales team to build expansion pipeline
• Gather and synthesize customer feedback and share it with Product and internal stakeholders to inform roadmap decisions and improve the customer experience
• Work closely with senior CS teammates and your manager to develop your skills in account management, commercial negotiation, and customer communication

Job description

Remote Full-time Not specified Customer Support

Job Description

What You’ll Do

• Own the day-to-day relationship for your book of accounts, serving as the primary point of contact and keeping customers informed, engaged, and successful on the platform
• Contribute ideas to dashboards and workflows to track your book of business – renewal timelines, health signals, engagement levels, and expansion indicators – so nothing falls through the cracks
• With guidance of leadership, drive outreach to customers ahead of renewal, lead those conversations, handle objections, and negotiate terms on flat renewals and smaller expansions, looping in Sales when a meaningful expansion opportunity emerges.
• Track and forecast your renewal book on a rolling basis, proactively surfacing risks and creating plans to address them before they become problems
• Use product usage data and customer outcomes to demonstrate value in renewal conversations and ongoing check-ins
• Identify opportunities for feature adoption and product expansion within accounts, and flag those signals to the Sales team to build expansion pipeline
• Gather and synthesize customer feedback and share it with Product and internal stakeholders to inform roadmap decisions and improve the customer experience
• Work closely with senior CS teammates and your manager to develop your skills in account management, commercial negotiation, and customer communication

This Role is a Great Fit If

• You’re energized by building relationships and want to be the person customers actually look forward to hearing from
• You thrive when you have ownership over a defined body of work and the freedom to figure out how to make it run better
• You enjoy the process of organizing complexity – tracking multiple accounts, spotting patterns, and keeping everything moving without things slipping
• You’re drawn to roles where you learn by doing, and you’re comfortable asking questions and taking feedback as you develop your skills
• You get excited about connecting customers to features or capabilities they didn’t know they needed, and seeing that translate into real adoption
• You work well within a team structure and are looking for mentorship, but you also want to take real ownership rather than just support someone else’s book

Our applications will close on Friday, October-2nd at 5pm MT

About Netlify

Netlify is the most popular way to build, deploy, and scale modern web applications, empowering everyone from fast moving solo developers to enterprise teams. Millions of developers and organizations rely on Netlify as their platform of choice for composing web applications that are production ready, performant, and flexible. Now, as we embrace the next era of software development, we are embedding the same fluid, intuitive experience into the Agent Experience (AX), making it just as simple for intelligent agents to understand, interact with, and act on our platform as it is for developers. Whether your user is human or machine, Netlify ensures the path from idea to URL is seamless, fast, and deeply reliable.

We are a Series D company that has raised over $200M from investors such as Andreessen Horowitz, Kleiner Perkins, EQT, Bessemer, BOND, and Menlo Ventures. As a fully distributed company, we aim to create a company culture where the best idea can come from anywhere and strive to be thoughtful, compassionate, and collaborative in our work. If this sounds like something you’d like to be part of, we’re excited to connect with you!

At Netlify, we are committed to a compensation philosophy that prioritizes fairness and equity, positions our employee compensation competitively in the market, recognizes and rewards performance, and takes a comprehensive approach to our rewards package. We anchor our compensation philosophy on a market-based approach, therefore salary ranges may differ depending on the labor cost in a particular location. Because this role is eligible to participate in Netlify’s commission plan, our hiring range for Colorado is targeted at $69,000 – $80,000 in total on-target earnings. Candidates outside the US or in premium markets should consult with their Talent Acquisition partner regarding location-based ranges, as they may be higher or lower than the average US range listed. The starting pay will be determined based on multiple factors, including expertise and skills, market demands, experience, internal equity, and applicable geographic location. These compensation packages and ranges are subject to change and may be modified in the future.