Customer Success Associate

Customer Success Associate (CSA)

About Us

At Fullbay , our mission is simple — to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation — for our teams and our customers.

Position Overview

The Customer Success Associate (CSA) supports and retains our low-touch customer segments by strategically managing a broad portfolio of customers to drive product adoption, proactively identify and mitigate churn risks, and support renewal outcomes—primarily through data-driven workflows, lifecycle playbooks, and targeted outreach that requires independent judgment and discretion on matters of significance.
Primary Duties & Responsibilities:

- Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers using independent evaluation and prioritization of customer needs.

- Analyze customer health and usage signals and autonomously execute targeted outreach strategies based on key behavioral triggers and disengagement indicators.

- Analyze, address, and proactively combat customer cancellations by identifying root causes, evaluating disengagement patterns, and developing and executing re-engagement strategies using independent judgment.

- Lead 1:many virtual engagement sessions (e.g., Office Hours, Q&A, training events) to proactively drive customer value at scale, tailoring content to audience needs.

- Collaborate cross-functionally with the Digital Success team to design, inform, and execute lifecycle campaigns and customer engagement journeys using strategic insight.

- Apply sound judgment in escalating and routing customer concerns requiring deeper support, using discretion to determine level of intervention.

- Provide consultative support to customers navigating training resources and advanced product functionality, evaluating customer context to recommend optimal solutions.

- Track and document customer interactions and business outcomes in CRM and CS tooling (e.g., Salesforce, ChurnZero), and leverage insights to inform strategy.

- Identify and communicate churn risks, product feedback, success stories, and strategic insights with internal stakeholders to influence lifecycle and retention planning.

- Contribute to a culture of continuous improvement by independently identifying and reporting systemic product or process issues, adoption challenges, and cancellation trends.

- Design and test targeted customer campaigns, evaluating effectiveness and using judgment to refine messaging, timing, and delivery strategies.

- Develop and tailor live demo content and training agendas based on customer segment needs and product adoption trends.

- Performs other duties as assigned

Minimum Education & Work Experience:
- 2+ years in Customer Success, Account Management, Support, or related roles (preferably in B2B SaaS).

Key Skills and Qualifications:

- Passion for delivering exceptional customer experiences and a proactive, consultative approach to problem-solving.

- Strong communication and relationship-building skills across multiple channels (phone, email, chat, and written correspondence).

- Experience navigating and leveraging CRM and customer systems (Salesforce, Gainsight, Zendesk, etc.).

- Demonstrated ability to prioritize, manage time effectively, and work independently across multiple accounts and internal stakeholders.

- High emotional intelligence with the ability to balance empathy and assertiveness in customer interactions.

- Familiarity with subscription-based business models and interpretation of customer health metrics is a plus.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functio