Job Description

Description

About Us:

We’re an early-stage SaaS company on a mission to help companies retain top talent before it’s too late. We have more than 1600 customers and have offices in Atlanta and Pittsburgh. Our AI-powered platform serves as an early warning system for employee attrition, giving HR teams the insights they need to act fast and reduce turnover. We’re passionate about building intuitive, data-driven tools that make work better—and we’re looking for people who are equally passionate about helping our customers succeed.

The Role:

We recently hired an experienced VP of Operations and she will be building out the Customer Success function. We are looking for someone who can work with her at the ground level to create the department. As a Customer Success Associate you will be the trusted partner for our growing customer base. You’ll play a key role in onboarding new clients, driving product adoption, ensuring satisfaction, and translating feedback into product insights. During the early stages you will help define and implement the processes and systems which drive the Customer Success function. You must thrive in a fast-paced, scrappy startup environment and be excited about leveraging AI tools and automation to improve customer outcomes.

What You’ll Do:

Work with the VP of Operations to plan and implement that systems, data, reporting and processes upon which the CS function will be based.

Own customer onboarding, training, and success planning to ensure a smooth and impactful rollout.

Serve as the primary point of contact for a portfolio of customers, helping them maximize the value of our platform.

Lead a customer community platform to support and engage our clients.

Use HubSpot to manage customer communications, track interactions, and monitor engagement.

Leverage AI tools (e.g., ChatGPT, automation platforms, or analytics assistants) to scale customer touchpoints and create personalized experiences.

Troubleshoot customer issues, coordinate with product and engineering when needed, and proactively resolve roadblocks.

Collect customer feedback and translate it into actionable insights for the product and growth teams.

Build and maintain documentation, FAQs, and enablement materials.

Help develop and iterate on customer success processes and KPIs as the company scales.

Requirements/Responsibilities

What We’re Looking For

The basics:

4 year college degree.

Experience with Hubspot.

2–5 years of customer success or account management experience, ideally using data driven processes in a SaaS startup.

Best Fit:

Someone who likes to innovate. This is not a job where there is a pre-set way of doing things. We are looking for someone who can contribute ideas as well as effort.

Familiarity with HR Tech or strong interest in the future of work and employee retention.
Proficiency with HubSpot, must have..

Experience with AI tools to improve the customer experience or ideas on how such tools can be effectively utilized in the context of customer success..

Someone comfortable with an in-person or hybrid work environment. It’s not like we require 5 days a week 9-5, but we prefer to work in the office because of the enhanced collaboration. If you are relocating, we will help you with getting an apartment if it’s within walking/biking distance of the office.

Why Join Us?

You want a job where you can actually make a difference. If you just want a paycheck, this is probably not a great fit.

You want a job where you get broad exposure to a lot of areas plus gives you the opportunity to take on additional responsibility and continuously learn.

You want a job which is more like being part of a collective where we work for each other rather than a single boss.

Career growth opportunities as we scale and, of course, competitive compensation and benefits.

Special Instructions

Simply submit a ZippyApp application package which may include the Common Employment Application, Resume, and a Cover Letter. In your Cover Letter, please write a short paragraph describing yourself and why you would make a great addition to our team.

ZippyApp is the Common Employment Application for online and mobile that allows you to apply for jobs with one click, and is being accepted at a growing number of businesses each day.

Job Tags

Full time, Part time, Work at office, Relocation,

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