Remote Customer Success Associate - SMB Growth & Renewal

Netlify; United States; Remote; USD 69,000 - 80,000; Full time

Job summary

Netlify’s Customer Success team is seeking an entry-level Associate to own a book of 120+ SMB accounts, roughly $2M in ARR, and to drive engagement from day one. You’ll work remotely with periodic in-person Denver meetings, building trust and value while learning renewal and expansion dynamics.

You’ll collaborate with Sales, Product, and Marketing to demonstrate value, track health signals, and create workflows that prevent renewals from slipping, with mentorship as you ramp up.

Qualifications

• Some experience in a customer-facing role.
• Comfort working with data and spreadsheets, and a genuine interest in using that data to spot trends and make decisions.
• A track record of following through: when you commit to something, you close the loop.
• Clear written and verbal communication - you can explain things simply, listen well, and adapt your approach to different audiences.
• An interest in building a career in customer success, and curiosity about the commercial side of the business.
• You're based in the Denver, Colorado area and are comfortable working remotely while participating in occasional in-person meetings and engagement with Denver-based stakeholders.

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.

Skills

Customer-facing experience

Data analysis

Clear communication

Tools

Spreadsheets

Job description

Netlify’s Customer Success team is seeking an entry-level Associate to own a book of 120+ SMB accounts, roughly $2M in ARR, and to drive engagement from day one. You’ll work remotely with periodic in-person Denver meetings, building trust and value while learning renewal and expansion dynamics.

You’ll collaborate with Sales, Product, and Marketing to demonstrate value, track health signals, and create workflows that prevent renewals from slipping, with mentorship as you ramp up.