Customer Success Associate

1 week ago

Johannesburg, South Africa Glue Up Full time

**Customer Success Associate (SaaS)**

We are seeking a highly motivated and customer-centric individual to join our team as a SaaS Customer Success Associate. As a Customer Success Associate, you will play a critical role in ensuring the success and satisfaction of our SaaS customers. You will be responsible for building strong relationships, onboarding, driving adoption, and maximizing customer retention and growth in our APAC/EMEA region.

Glue Up's All-in-One solution transforms professional communities through digital solutions focusing on automation and engagement. Our core customers are associations, chambers of commerce, and corporations across the global. This role requires a combination of technical knowledge of our platform, exceptional communication skills, being a team player, having a startup mindset, and should be able to roll up your sleeves to get the job done. Must be able to work with a diverse team, as we are a global company

**Responsibilities**:

- Provide best in class customer service by responding timely and accurately to customers' needs that focuses on first time resolutions.
- Maintain timely and accurate records of customer status and communications in a CRM.
- Respond to internal ad hoc requests for customer information.
- Build and nurture strong relationships with customers to understand their business objectives, challenges, and requirements.
- Serve as the primary point of contact for assigned customers, providing proactive guidance, support, and strategic recommendations throughout the customer lifecycle.
- Collaborate closely with cross-functional global teams, including sales, product management, and technical support, to ensure customer needs are met and issues are resolved promptly.
- Conduct regular check-ins with customers to review usage metrics, identify areas for improvement, and showcase new features and updates.
- Proactively monitor customer health and adoption metrics, identifying potential risks and taking appropriate actions to mitigate them.
- Develop and execute customer success plans, tailored to each customer's unique goals and objectives.
- Assist customers with onboarding and implementation, providing training and guidance to ensure a smooth and successful deployment.
- Act as an advocate for customers within the organization, representing their needs and feedback to drive product enhancements and improvements.
- Identify opportunities for upselling and expansion within the customer base, collaborating with the sales team to drive revenue growth.
- Stay up-to-date with industry trends, best practices, and competitive landscape to provide valuable insights and recommendations to customers.

**Qualifications**:

- Bachelor's degree in business, marketing, Information Technology, or a related field.
- Proven experience as a Customer Success Associate or similar role in a SaaS environment.
- 1-3+ years’ experience in a professional customer service/support or software training position
- SaaS experience
- Ability to work well in a group environment and across all departments.
- Strong technical aptitude with the ability to understand and effectively communicate technical concepts to both technical and non-technical audiences.
- Exceptional interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
- Demonstrated ability to manage multiple customer accounts and prioritize tasks in a fast-paced environment.
- Analytical mindset with the ability to analyze data, identify trends, and leverage insights to drive customer success.
- Strong problem-solving skills and ability to navigate challenging situations with tact and diplomacy.
- Proactive and self-motivated with a strong sense of ownership and accountability.
- Familiarity with CRM software and customer success tools is preferred.
- Knowledge of the SaaS industry and understanding of subscription-based business models is a plus.
- PC literacy required; Microsoft365 (Outlook, Team, Word, Excel, PowerPoint)
- Fluent in English

If you are passionate about customer success, thrive in a collaborative environment, and have a track record of driving customer satisfaction and growth, we would love to hear from you. Come join our team and help our customers achieve their goals while contributing to the success of our innovative and continuously growing company

**About Glue Up**

Founded in 2013, Glue up is an all-in-one engagement management software that transforms the way member-organizations operate, manage their members and grow their organization. Glue Up’s innovative ecosystem of features has modernized the processes of over 1,800 member organizations in over 60 countries. Its suite of products include: Event Management, Member Management, Association Management, Chapter Management, Chamber of Commerce Management and much more

Glue Up now has offices in The U.S. and Canada, LATAM, Australia, Philippines, Hong Kong, Singapore, China, India, and Afr

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