Customer Success Associate

About the role

This role manages relationships with existing JOOR customers, driving adoption, renewals, and expansion of the digital wholesale management platform for product and client teams. It suits early-career candidates with at least one year of account management experience, ideally in SaaS, account management, or strategy consulting.

What you'll do

• Develop a trusted advisor relationship with customers, aligning activities with the client's business case and strategy
• Establish and oversee customer adoption, training, and best practices to drive incremental value and return on investment
• Understand and assess customer requirements, adoption level, and corporate structure as they apply to JOOR rollout
• Foster urgency, professionalism, and execution that sets a new standard for customer service performance
• Advocate for client feature requests and work cross-functionally with Product, QA, and Data teams to move projects forward
• Drive increased engagement for new and existing customers
• Strategize and identify ways to increase renewal rates and keep churn near zero
• Strategically expand revenue in accounts through cross-selling and upselling
• Influence future lifetime value through higher product adoption, customer satisfaction, and health scores
• Drive new business growth through greater customer advocacy and reference ability

What you'll need

• 1+ years of experience managing accounts or owning a book of business
• Excellent presentation, written, and oral communication skills
• Strong negotiation and sales skills
• A proactive, consultative account manager
• An ability to handle difficult upselling and reselling conversations
• A scrappy go-getter

Nice to have

• 1-2 years of relevant work experience in SaaS, Account Management, or Strategy Consulting
• Experience collaborating with cross-functional teams
• Additional language skills

Benefits listed by JOOR

• Performance-based variable earnings
• Access to international trade shows and market weeks
• Opportunities to collaborate with teams around the world
• Private medical, dental, and vision coverage
• Opportunities for growth and development through internal initiatives
• Quarterly all-hands meetings sharing company performance