Customer Success Associate

Customer Success Associate (CSA)

About Us

At Fullbay , our mission is simple — to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently.

As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation — for our teams and our customers.

Position Overview The Customer Success Associate (CSA) supports and retains our low-touch customer segments by strategically managing a broad portfolio of customers to drive product adoption, proactively identify and mitigate churn risks, and support renewal outcomes—primarily through data-driven workflows, lifecycle playbooks, and targeted outreach that requires independent judgment and discretion on matters of significance.

Primary Duties & Responsibilities: Strategically manage retention outcomes across a pooled portfolio of small to mid-size customers using independent evaluation and prioritization of customer needs.

Analyze customer health and usage signals and autonomously execute targeted outreach strategies based on key behavioral triggers and disengagement indicators.

Analyze, address, and proactively combat customer cancellations by identifying root causes, evaluating disengagement patterns, and developing and executing re-engagement strategies using independent judgment. Lead 1:many virtual engagement sessions (e. g.

, Office Hours, Q&A, training events) to proactively drive customer value at scale, tailoring content to audience needs. Collaborate cross-functionally with the Digital Success team to design, inform, and execute lifecycle campaigns and customer engagement journeys using strategic insight.

Apply sound judgment in escalating and routing customer concerns requiring deeper support, using discretion to determine level of intervention. Provide consultative support to customers navigating training resources and advanced pro