About the Company and Opportunity
At Konnect Insights, we are dedicated to transforming customer experience management through
our cutting-edge omnichannel platform powered by social listening, analytics, and reporting.
Role Overview
We are looking for a Customer Success Associate / Senior Customer Success Associate to play a critical
role in delivering a high-quality customer experience across our customer base. This role focuses on
customer satisfaction, issue resolution, product adoption, and account health, ensuring customers
consistently derive value from our platform.
You will work closely with customers and internal teams—including Engineering, and the Growth CS team—
to ensure seamless onboarding, effective usage, and timely resolution of concerns. While this role does not
carry direct upsell or cross-sell targets, it is a foundational customer-facing position that strongly influences
retention, expansion readiness, and long-term customer success.
Key Responsibilities
Customer Experience & Engagement
• Act as a primary point of contact for customers post-onboarding, ensuring smooth ongoing
engagement.
• Build strong, trust-based relationships with customer stakeholders through consistent
communication and responsiveness.
• Ensure customers understand product capabilities and best practices for effective usage.
Onboarding & Product Adoption
• Conduct onboarding sessions, training, and product walkthroughs to enable successful adoption.
• Support customers during initial implementation and early usage phases.
• Proactively monitor usage patterns and identify adoption gaps or potential risks.
Issue Resolution & Coordination
• Own customer queries and issues end-to-end, ensuring timely resolution and clear communication.
• Collaborate closely with Engineering team to diagnose and resolve technical or functional issues.
• Track issues, follow up proactively, and ensure closure with customer confirmation.
Account Health & Retention Support
• Maintain high standards of customer satisfaction through structured follow-ups and resolution
quality.
• Identify early warning signals related to dissatisfaction or low engagement and escalate internally as
needed.
• Support renewal readiness by ensuring customers consistently experience value from the platform.
Cross-Functional Collaboration
• Work closely with the Growth / Expansion CS team by sharing customer context, insights, and
signals that may support upsell or cross-sell conversations (without direct revenue ownership).
• Contribute customer feedback to internal teams to help improve product, processes, and
documentation.
Customer Success Associate/ Sr. CS
Associate
Job Description Details
What You’ll Bring
• 1–4 years of experience in Customer Success / Account Management in SaaS or Enterprise
Tech.
• Proven track record of driving retention and expansion
• Prior exposure to CX, CRM, or MarTech SaaS platforms preferred.
• Experience managing enterprise-level clients and leading small teams.
• Strong communication and stakeholder management skills (C-level engagement).
• Analytical mindset with ability to interpret data and influence decisions.
• Tools: Familiarity with Gainsight, HubSpot, Salesforce, Zendesk, or similar
Note: Konnect Insights is an Equal Opportunity Employer. Employment decisions are made without
regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or
expression, age, disability, protected veteran status or other characteristics protected by law.
