Customer Success Associate: Proactive Retention & Adoption

Fullbay; Phoenix (AZ); On-site; USD 60,000 - 85,000; Full time

Job summary

Fullbay is seeking a Customer Success Associate to retain and grow a portfolio of small to mid-size customers in a data-driven, proactive role. You will manage health signals, drive targeted outreach, and partner with the Digital Success team to refine lifecycle campaigns.

You will lead virtual sessions, provide consultative support, and document outcomes in Salesforce and other CS tools, helping reduce churn and improve renewal outcomes.

Qualifications

• 2+ years in Customer Success, Account Management, Support, or related roles.
• Experience with B2B SaaS is a plus.

Responsibilities

• Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers.
• Analyze customer health and usage signals and autonomously execute targeted outreach strategies.
• Identify and mitigate churn risks and support renewal outcomes.
• Lead virtual engagement sessions to drive customer value at scale.
• Collaborate with cross-functional teams to design lifecycle campaigns and journeys.
• Escalate and route customer concerns requiring deeper support with sound judgment.
• Provide consultative support navigating training resources and product functionality.
• Track and document customer interactions in CRM and CS tooling.
• Communicate churn risks, product feedback and strategic insights to internal stakeholders.
• Identify systemic issues and contribute to continuous improvement.

Skills

Customer focus

Communication

CRM expertise

Independent work

Data-driven

Education

2+ years in CS/related

Tools

Salesforce

Gainsight

Zendesk

Job description

Fullbay is seeking a Customer Success Associate to retain and grow a portfolio of small to mid-size customers in a data-driven, proactive role. You will manage health signals, drive targeted outreach, and partner with the Digital Success team to refine lifecycle campaigns.

You will lead virtual sessions, provide consultative support, and document outcomes in Salesforce and other CS tools, helping reduce churn and improve renewal outcomes.