Customer Success Associate

Findigs is on a mission to make renting work for all of us, simplifying the way forward in the rental process. The Customer Success Associate will ensure clients have a seamless experience with the Findigs platform, managing customer inquiries and collaborating with internal teams to enhance customer satisfaction.ResponsibilitiesServe as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phoneTriage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise ticketsConduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practicesBecome a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-serviceServe as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvementCollaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clientsMonitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churnIdentify potential upsell and cross-sell opportunitiesContribute to the continuous improvement of our customer success processes, tools, and playbooksMaintain accurate client documentation, including training records, escalations, and engagement historySkills1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environmentBachelor's degree or equivalent practical experienceExceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondenceA high degree of technical aptitude and the ability to learn new software quicklyExperience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce)Strong problem-solving skills and the ability to navigate ambiguous customer situationsWillingness to embrace the unstructured, fast-paced environment of a high-growth startupPrior startup experienceExperience in Proptech or FintechExperience creating content for a knowledge base (articles, videos, FAQs)Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution)BenefitsHealth benefits401(k) matching up to 4%Monthly gym stipendLunch provided every dayCompany OverviewFindigs is the rental screening and decisioning platform made to get renting right. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.findigs.com.



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