Customer Success Associate

WORK SCHEDULE

Hybrid: 3 days onsite for Ventura, CA area residents

Remote: 2-3 days onsite per month for Los Angeles, CA area residents

Company is located in Ventura, CA

Overview

Our Client is a pioneering jewelry technology company that has revolutionized the online jewelry shopping experience. With data-backed confidence, they have developed unique user experiences that engage consumers, drive excitement, and foster repeat purchases. Supported by leading investors and industry experts, our client is poised to share their innovative technology solutions, helping jewelry businesses thrive in the digital marketplace. Join them as they redefine the future of jewelry retail with cutting-edge technology and unwavering commitment to excellence.

Job Description

We are seeking a dynamic and proactive Customer Success Associate to join our client's team and support their esteemed clients within the jewelry industry. The ideal candidate will thrive in a start-up environment, be passionate about delivering exceptional customer experiences, and will play a crucial role in ensuring the smooth onboarding process, growing the company's revenue, and the ongoing success of the clients. The candidate should have experience and knowledge of SaaS metrics such as MRR, ARR, run rate, and churn, and understand the complete life cycle of onboarding customers, walking them through each step of the implementation process.

Responsibilities

• Works directly under the customer success manager and product manager team to support them in the onboarding process for new jewelry industry clients, ensuring a seamless transition onto the platform.
• Drive revenue growth by leveraging client engagement and supporting business expansion efforts.
• Serve as a supporting contact for clients, offering personalized assistance throughout their engagement with our client.
• Lead clients through the entire onboarding and implementation life cycle, ensuring they are set up for success from day one.
• Collaborate closely with clients to gather and organize detailed information regarding their specific needs, including product data, pricing structures, rendering requirements, and branding guidelines.
• Provide ongoing support and guidance to clients, addressing any queries or concerns promptly and effectively.
• Liaise with internal teams, including engineers and developers, to relay client requirements and ensure the timely development and implementation of tailored solutions.
• Stay informed about industry trends, market dynamics, SaaS-related insights, and emerging technologies to better serve our clients and anticipate their evolving needs.
• Act as an advocate for clients within our client's company, championing their interests and advocating for solutions that align with their goals and objectives.
• Conduct Quality Assurance (QA) and provide feedback to the engineering team.
• Perform data entry to log products for each client accurately.
  
  

QUALIFICATIONS

• Bachelor's degree in Business Administration or a related field.
• Proven experience in a customer success role in the SaaS or tech industry, with knowledge of key metrics like MRR, ARR, run rate, and churn.
• Experience growing a company's revenue and implementing customer success strategies.
• Experience working with SaaS Platforms, including managing client relationships and providing support within a technology-driven environment.
• Jewelry/Luxury industry experience is a plus; not required.
• Excellent communication and interpersonal skills with the ability to build rapport and establish trust with clients.
• Strong organizational and multitasking abilities with a keen eye for detail and a commitment to delivering high-quality service.
• Proficiency in CRM software and other relevant tools for managing client relationships.
• Proficiency in design software like Figma and Canva; Adobe suite is a plus.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.
• A scrappy, proactive approach with the willingness to do administrative work and high-level tasks.
• Strong sense of urgency and flexibility to meet deadlines, including working early or late as needed.
• Passion for customer success and a genuine desire to help clients achieve their business objectives.
• Experience working in a start-up environment, demonstrating adaptability and resourcefulness.
• Comfortable with ambiguity and able to navigate evolving processes confidently.
• Experience leading clients through onboarding and implementation, ensuring full customer satisfaction during the process.
• Desire to be part of building the company and contributing to its growth and success.
  
  

Compensation

$65,000 – $85,000 per year plus equity

Benefits & Perks

• 100% employer-paid medical coverage
• Flexible PTO
• Opportunity for equity participation within the company
  
  

Join our client and become an integral part of their mission to revolutionize the jewelry industry through innovation and unparalleled customer support. If you're passionate about driving success for clients and thrive in a collaborative, results-driven environment, we'd love to hear from you! Apply now to embark on an exciting journey!