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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 product functionality, evaluating customer context to recommend optimal solutions.
• Track and document customer interactions and business outcomes in CRM and CS tooling (e.g., Salesforce, ChurnZero), and leverage insights to inform strategy.
• Identify and communicate churn risks, product feedback, success stories, and strategic insights with internal stakeholders to influence lifecycle and retention planning.
• Contribute to a culture of continuous improvement by independently identifying and reporting systemic product or process issues, adoption challenges, and cancellation trends.
• Design and test targeted customer campaigns, evaluating effectiveness and using judgment to refine messaging, timing, and delivery strategies.
• Develop and tailor live demo content and training agendas based on customer segment needs and product adoption trends.
• Performs other duties as assigned

• 2+ years in Customer Success, Account Management, Support, or related roles (preferably in B2B SaaS).

• Passion for delivering exceptional customer experiences and a proactive, consultative approach to problem-solving.
• Strong communication and relationship-building skills across multiple channels (phone, email, chat, and written correspondence).
• Experience navigating and leveraging CRM and customer systems (Salesforce, Gainsight, Zendesk, etc.).
• Demonstrated ability to prioritize, manage time effectively, and work independently across multiple accounts and internal stakeholders.
• High emotional intelligence with the ability to balance empathy and assertiveness in customer interactions.
• Familiarity with subscription-based business models and interpretation of customer health metrics is a plus.

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.