Customer Success Associate

About Threecolts Threecolts is a software suite built for consumer brands, helping them recover revenue, operate more efficiently and grow across major retailers and marketplaces. Our largest business, Margin Pro, helps brands recover money owed to them by retailers and marketplaces such as Amazon, Walmart and Target by managing disputes on their behalf. Alongside this, we’re building and scaling newer products, including AI Operator and Retail 365, while continuing to grow our portfolio of subscription products across our customer base. Who We Are We’re a global team of 340 people across 33 teams, having grown through 24 acquisitions. We operate with a flat structure, giving people real ownership and the ability to move quickly. AI is embedded in how we work across the business, helping us increase speed, improve quality and operate at scale. 🎯 Th Role As a Customer Success Associate , you’ll be at the heart of our mission to ensure customers achieve their goals and realize the full value of our products and services. Your job? Build strong, trusted relationships with clients, guide them through onboarding, and proactively address their needs to drive success and satisfaction. You’ll act as the bridge between customers and internal teams, ensuring seamless communication and collaboration to resolve challenges and unlock opportunities. This isn’t just about “checking in” or “managing accounts” — you’ll be the driving force behind customer retention, growth, and advocacy. By monitoring customer health metrics, identifying risks, and delivering tailored solutions, you’ll help clients thrive while contributing to the company’s long-term success. We’re looking for someone who can anticipate customer needs, think strategically, and deliver exceptional experiences at every touchpoint. If you’re passionate about building relationships and driving impact, this is your chance to shine. 🔥 Key Responsibilities • Support new sellers through product onboarding and help them complete the initial setup. • Assist customers in understanding and using core features of the SaaS platform. • Conduct product walkthroughs and provide basic training and guidance to customers. • Maintain regular communication with customers to understand their requirements, questions, and challenges. • Build positive customer relationships and ensure a smooth customer experience. • Respond to customer queries and provide timely assistance through in-app support, email, or other communication channels. • Identify customer issues and coordinate with relevant internal teams to ensure timely resolution. • Monitor customer activity and product usage to identify customers who may need additional support or guidance. • Follow up with customers to improve product adoption and encourage the use of relevant features. • Identify and pursue upselling and cross-selling opportunities by recommending relevant add-on modules, advanced features, and higher-tier plans based on customer needs. • Support account growth initiatives by identifying additional customer requirements and product needs. • Assist with customer retention activities by following up with customers and addressing concerns that may impact renewals. • Collect customer feedback and share relevant insights with the Product and Customer Success teams. • Document customer feedback, feature requests, and product issues clearly for internal teams. • Assist in reporting and tracking customer success metrics such as adoption, customer engagement, renewals, and churn. • Maintain accurate customer information, activities, and interactions in CRM and ticketing systems. • Work with Product, Development, and Support teams to follow up on customer issues, bugs, and feature requests. • Help document custom dev