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.

Salary: $55,000.00 - $66,000.00 annually