Customer Success Associate at Findigs, Inc. in New York, NY

Summary: 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. Responsibilities: - Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone - Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets - Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices - Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service - Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement - Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients - Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn - Identify potential upsell and cross-sell opportunities - Contribute to the continuous improvement of our customer success processes, tools, and playbooks - Maintain accurate client documentation, including training records, escalations, and engagement history Required Qualifications: - 1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment - Bachelor's degree or equivalent practical experience - Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence - A high degree of technical aptitude and the ability to learn new software quickly - Experience 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 situations - Willingness to embrace the unstructured, fast-paced environment of a high-growth startup Preferred Qualifications: - Prior startup experience - Experience in Proptech or Fintech - Experience creating content for a knowledge base (articles, videos, FAQs) - Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution) Required Skills: Customer Success, B2B SaaS experience, Technical aptitude Important Skills: Customer support platforms Nice-to-Have Skills: Content creation, Customer success metrics, Startup experience Benefits: Health benefits, 401(k) matching up to 4%, Monthly gym stipend, Lunch provided every day