Customer Success Associate

About the role

Customer Success Associate at IOTRL Connect supports enterprise safety platform clients by onboarding, training, and maintaining strong relationships. The role involves creating MIS reports, managing support tickets, and analyzing NPS/C‑Sat data to drive retention and growth. The associate collaborates with sales, marketing, and creative teams to develop case studies and customer success content. Strong communication, analytical, and project‑management skills are essential, along with experience in B2B SaaS environments.

What you’ll do

• Onboard and train new customers and users
• Build and strengthen customer relationships
• Develop customer success strategies and best practices
• Communicate with senior management to understand needs and maximize retention
• Maintain customer success metrics and data
• Create MIS, weekly/monthly/quarterly/annual reports
• Manage incoming calls and emails, follow up on issues
• Resolve billing and account satisfaction concerns
• Review customer journey and provide consultative support
• Coordinate and train new customer starts efficiently
• Prepare documentation and visuals for performance demos
• Analyze NPS/C‑Sat trends to identify improvement areas
• Collaborate with sales and marketing to develop case studies

What you’ll bring

• 1-2 years experience in communications, marketing, sales, or customer success
• Strong multi‑tasking, strategic planning, and project management skills
• Excellent verbal and written communication abilities
• Analytical mindset with problem‑solving aptitude
• Detail‑oriented and quick‑thinking in dynamic settings
• Event planning experience is a plus

Nice to have

• Experience in B2B SaaS industry
• Event planning experience is a plus

Skills