[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. Meal Ticket is a company focused on customer success, and they are seeking a Tech-Touch Customer Success Associate. This role involves managing a rotating book of single-location customers, supporting their onboarding and ongoing success through standardized processes, and overseeing renewal communications.

Responsibilities

• Manage customers assigned through a round-robin queue and follow tech-touch playbooks for onboarding and adoption
• Monitor customer usage and health signals weekly, taking action when accounts show risk indicators
• Deliver light-touch support through email, in-app messages, and short customer guidance as needed
• Run the full renewal process for all customers in this segment: send reminders, track progress, follow up, and escalate when needed
• Carry out annual price-increase communications, manage customer responses, and coordinate with Billing for updates
• Work closely with Support to help customers resolve product issues and continue progressing in their adoption journey
• Maintain accurate documentation across systems, ensuring notes, tasks, tags, and renewal stages are kept up to date
• Follow SLAs consistently and ensure all daily and weekly workflows are completed on time
• Identify opportunities to improve automations, playbooks, or communication templates and share suggestions with the Team Lead

Skills

• 1-2 years of experience in customer facing roles such as support, training, implementation etc
• Strong written communication skills, especially for email-based customer interactions
• Excellent organizational skills and comfort working with structured workflows
• Familiarity with CRM and customer lifecycle tools, or a willingness to learn them quickly
• Ability to recognize patterns in customer behavior and identify early signs of risk
• A calm and professional approach to handling objections or renewal-related conversations
• High attention to detail and a strong sense of ownership over assigned tasks
• Comfort working in a fast-paced SaaS environment with a high volume of customers
• Excellent verbal and written communication skills
• Strong problem-solving abilities and a proactive approach to addressing complex customer issues
• Ability to quickly learn and understand new software and technology

Company Overview