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.