Respond to user inquiries via chat, email, and phone; troubleshoot product functionality and system setup; document incidents; communicate resolutions and escalations; collaborate across teams; participate in Saturday rotation; expand product knowledge and test fixes to ensure customer satisfaction and retention.

Lead product strategy and roadmap for a core portfolio area: gather market intelligence, translate customer insights into requirements, prioritize features, collaborate with design and engineering, track product KPIs, manage integrations, and drive go-to-market and cross-functional alignment.

The Associate Customer Success Manager assists customers with platform queries, coordinates onboarding, supports customer success managers, documents interactions, and identifies upsell opportunities.