Customer Success Associate

Role Summary

The Tech‑Touch Customer Success Associate manages a rotating book of single‑location customers and supports their onboarding, adoption, and ongoing success through standardized playbooks and automations. In addition, this role owns the renewal and price‑increase communication process for this segment’s customer base. The Specialist focuses on operational consistency, timely follow‑through, and ensuring a smooth experience during key lifecycle moments.

What you will do

• Manage customers assigned through a round‑robin queue and follow tech‑touch playbooks for onboarding and adoption.
• Monitor customer usage and health signals weekly, taking action when accounts show risk indicators.
• Deliver light‑touch support through email, in‑app messages, and short customer guidance as needed.
• Run the full renewal process for all customers in this segment: send reminders, track progress, follow up, and elevate issues when...