Konnect Insights- Customer Success Associate

About the Company and Opportunity

At Konnect Insights, we are dedicated to transforming customer experience management through

our cutting-edge omnichannel platform powered by social listening, analytics, and reporting.

Role Overview

We are looking for a Customer Success Associate / Senior Customer Success Associate to play a critical

role in delivering a high-quality customer experience across our customer base. This role focuses on

customer satisfaction, issue resolution, product adoption, and account health, ensuring customers

consistently derive value from our platform.

You will work closely with customers and internal teams—including Engineering, and the Growth CS team—

to ensure seamless onboarding, effective usage, and timely resolution of concerns. While this role does not

carry direct upsell or cross-sell targets, it is a foundational customer-facing position that strongly influences

retention, expansion readiness, and long-term customer success.

Key Responsibilities

Customer Experience & Engagement

• Act as a primary point of contact for customers post-onboarding, ensuring smooth ongoing

engagement.

• Build strong, trust-based relationships with customer stakeholders through consistent

communication and responsiveness.

• Ensure customers understand product capabilities and best practices for effective usage.

Onboarding & Product Adoption

• Conduct onboarding sessions, training, and product walkthroughs to enable successful adoption.

• Support customers during initial implementation and early usage phases.

• Proactively monitor usage patterns and identify adoption gaps or potential risks.

Issue Resolution & Coordination

• Own customer queries and issues end-to-end, ensuring timely resolution and clear communication.

• Collaborate closely with Engineering team to diagnose and resolve technical or functional issues.

• Track issues, follow up proactively, and ensure closure with customer confirmation.

Account Health & Retention Support

• Maintain high standards of customer satisfaction through structured follow-ups and resolution

quality.

• Identify early warning signals related to dissatisfaction or low engagement and escalate internally as

needed.

• Support renewal readiness by ensuring customers consistently experience value from the platform.

Cross-Functional Collaboration

• Work closely with the Growth / Expansion CS team by sharing customer context, insights, and

signals that may support upsell or cross-sell conversations (without direct revenue ownership).

• Contribute customer feedback to internal teams to help improve product, processes, and

documentation.

Customer Success Associate/ Sr. CS

Associate

Job Description Details

What You'll Bring

• 1–4 years of experience in Customer Success / Account Management in SaaS or Enterprise

Tech.

• Proven track record of driving retention and expansion

• Prior exposure to CX, CRM, or MarTech SaaS platforms preferred.

• Experience managing enterprise-level clients and leading small teams.

• Strong communication and stakeholder management skills (C-level engagement).

• Analytical mindset with ability to interpret data and influence decisions.

• Tools: Familiarity with Gainsight, HubSpot, Salesforce, Zendesk, or similar

Note: Konnect Insights is an Equal Opportunity Employer. Employment decisions are made without

regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or

expression, age, disability, protected veteran status or other characteristics protected by law.