JOB SUMMARY

The Junior Customer Success Associate plays a pivotal role in our high-volume book of business, primarily focusing on securing renewals for our long-tail customer segment as well as handling inbound customer inquiries. This entry-level position is ideal for someone highly organized, detail-oriented, and eager to learn, who will proactively call and email customers, executing against a set of plays from the renewal playbook to retain business. While the focus is on scalable outreach, you’ll also provide essential support for our customers, ensuring they stay informed, engaged, and successful with our products.

KNOWLEDGE, SKILLS & ABILITIES

• Understanding of basic customer lifecycle concepts.
• Strong organizational skills with excellent attention to detail.
• Experience working with spreadsheets, email marketing tools, and CRM systems.
• Clear and professional communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Self-motivated and curious with a customer-first mindset.
• Experience in SaaS or EdTech industries a plus.

KEY ACCOUNTABILITIES/METRICS

• Timely Task Completion: 95%+ of onboarding, renewal, and support tasks completed within defined timeframes.

• Data Accuracy: Maintain 98%+ accuracy in CRM records and customer-related documentation.

• Renewal Retention: Help team achieve renewal target rate of 95%+ across Infobase customer base

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Business, Education, or a related field.
• Minimum of 1 Year experience in a similar role.

ESSENTIAL FUNCTIONS

• Monitor customer health indicators using internal tools and flag accounts needing attention.
• Maintain accurate records of account activity, usage, and renewals in CRM systems (e.g., Salesforce, HubSpot).
• Respond to routine customer inquiries via email and route more complex issues to the appropriate team.
• Coordinate renewal notifications, system updates, and satisfaction surveys.
• Follow up with customers to ensure timely renewal
• Execute against the CSM renewal playbook as needed to secure renewals or win-back customers
• Prepare and distribute reports or dashboards for internal teams and customers as needed.
• Assist with email campaigns, product announcements, and educational content delivery to customers.
• Support Customer Success Managers with administrative tasks as needed.

Timely Task Completion: 95%+ of onboarding, renewal, and support tasks completed within defined timeframes.

• Data Accuracy: Maintain 98%+ accuracy in CRM records and customer-related documentation.
• Renewal Retention: Help team achieve renewal target rate of 95%+ across Infobase customer bas