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 escape when needed. <...