Customer Success Advocate

Job Summary

Owning a defined portfolio of accounts, the full-time Customer Success Advocate will proactively engage with customers, manage support requests, and drive retention efforts while working in a remote environment.

Key responsibilities

• Serve as the named owner for assigned accounts, executing structured outreach and ensuring consistent communication
• Resolve customer issues end-to-end and manage support requests within defined SLAs, collaborating with internal teams as necessary
• Identify at-risk accounts and implement retention strategies while documenting outcomes and trends for executive review

Required qualifications

• 2+ years of experience in customer success, account management, or a related customer-facing role, preferably in a SaaS environment
• Demonstrated ability to take full accountability for customer issues and manage a high-volume portfolio effectively
• Experience in identifying at-risk accounts and executing structured retention strategies
• Familiarity with customer success platforms and CRM tools, such as Salesforce and Zendesk
• Preferred Bachelor's Degree in Business, Communications, or a related field, or equivalent professional experience