About the Role
The Customer Success Associate will support clients using cloud accounting software by guiding onboarding, resolving issues, and fostering long-term relationships to improve retention and satisfaction.
Responsibilities
- Onboard new clients to the accounting platform efficiently
- Respond promptly to client inquiries via email and phone
- Troubleshoot technical issues with software access and features
- Monitor client usage to identify adoption challenges
- Escalate complex technical problems to engineering teams
- Conduct regular check-ins with assigned accounts
- Educate users on best practices for platform features
- Track customer feedback for product improvement
- Maintain accurate records in the CRM system
- Collaborate with sales to support renewals and upsells
- Identify at-risk accounts and implement retention strategies
- Provide training sessions for new feature rollouts
- Ensure clients meet compliance requirements using the software
- Coordinate with billing to resolve account discrepancies
- Support multilingual clients across different regions
- Follow up on unresolved support tickets within SLA
- Create documentation for common client issues
- Gather insights to improve customer journey
- Assist in onboarding materials localization
- Report on customer satisfaction metrics monthly
- Maintain up-to-date knowledge of product updates
- Promote self-service tools to reduce support load
- Escalate policy violations according to protocol
- Participate in cross-functional improvement initiatives
- Adhere to data privacy and security standards
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote position with flexible hours across time zones
Team
Part of a global customer support team focused on accounting solutions
Languages
Proficiency in English required; working knowledge of Spanish or Tagalog is a strong advantage for serving regional clients.
Technology Exposure
Candidates should have hands-on experience with cloud applications, particularly in accounting or financial software environments.
Performance Metrics
Success in this role is measured by client retention rates, support ticket resolution time, and customer satisfaction scores.
Not applicable; role based in Philippines and Latin America
