Remote Customer Success Associate - 90+ Accounts

GigLetter; United States; On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Remote-first

Career growth

401(k) with match

Health insurance

Flexible PTO

Parental leave

Company culture

Employee referral program

Apple equipment

Job summary

Smartling is seeking a Customer Success Associate to own 90+ commercial accounts from a remote US base. You will drive scalable outreach using automation, monitor health signals, and protect renewal revenue while resolving inquiries quickly.

You will collaborate with CS Ops, leverage AI tools, and manage renewals end-to-end. This role emphasizes customer empathy, data-driven action, and strong organizational skills in a fast-growing B2B SaaS environment.

Qualifications

• 1–2 years of experience in a customer-facing role — Customer Success, Account Management, Support, or Sales — ideally in a B2B SaaS environment.
• Comfort managing a high-volume book of business using automation and playbooks rather than purely white-glove, one-to-one engagement.
• Familiarity with customer health scoring concepts.
• Comfort with AI platforms (e.g., Claude) and curiosity around driving automation for scaled customer outcomes.
• Strong written communication skills — you can craft a clear, concise customer email and tailor your tone based on account context.
• Demonstrated ability to stay organized and prioritize across a large account base, balancing proactive outreach with inbound responsiveness.
• Experience with CRM systems (Salesforce preferred) and comfort working across multiple tools simultaneously.

Responsibilities

• Own a portfolio of 90+ commercial accounts through a scaled engagement model — leveraging automation tools and lifecycle playbooks to ensure every customer receives timely, relevant outreach.
• Monitor account health signals (product usage, adoption trends, NPS, engagement data) and execute targeted plays to proactively address risk, drive adoption, and protect renewal revenue.
• Serve as the first line of contact for inbound questions and feedback from commercial accounts, resolving issues quickly or routing them to the right internal team.
• Drive the end-to-end renewal process for your book of business — tracking upcoming renewals, preparing value summaries, and managing renewal conversations to close.
• Identify and escalate growth-ready accounts to the Account Management team and flag at-risk accounts to Customer Success leadership with a clear summary of the issue and recommended next steps.
• Partner with CS Ops and tooling (e.g., AI or equivalent) to refine automation sequences, health scoring logic, and outreach cadences that improve outcomes across the commercial segment.

Skills

Customer-facing experience

Automation & playbooks

AI platforms familiarity

Strong written communication

Organized & prioritization

CRM systems experience

Tools

Salesforce

Gainsight

Totango

ChurnZero

Job description

Smartling is seeking a Customer Success Associate to own 90+ commercial accounts from a remote US base. You will drive scalable outreach using automation, monitor health signals, and protect renewal revenue while resolving inquiries quickly.

You will collaborate with CS Ops, leverage AI tools, and manage renewals end-to-end. This role emphasizes customer empathy, data-driven action, and strong organizational skills in a fast-growing B2B SaaS environment.