Customer Success Associate (Denver, CO)

netlify· 5 open roles

Remote RemoteFull-time3 weeks ago

Salary

$69,000 - $80,000

Experience

Mid

Job Type

Full-time

Posted

3 weeks ago

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About This RoleAI processing…

About the Team Netlify's Customer Success team is responsible for making sure customers get real, lasting value from the platform - from onboarding through renewal and beyond. The team works closely with Sales, Product, and Marketing to help customers grow their usage, see clear outcomes, and stay engaged over time. Every motion the team runs - whether it's a renewal conversation, a feature adoption push or customer escalation - is designed to build trust and relationships that compound. This role exists because we have a growing book of SMB accounts that need a dedicated, consistent point of

Key Responsibilities

1
Own the day-to-day relationship for your book of accounts, serving as the primary point of contact and keeping customers informed, engaged, and successful on the platform
2
Contribute ideas to dashboards and workflows to track your book of business - renewal timelines, health signals, engagement levels, and expansion indicators - so nothing falls through the cracks
3
With guidance of leadership, drive outreach to customers ahead of renewal, lead those conversations, handle objections, and negotiate terms on flat renewals and smaller expansions, looping in Sales when a meaningful expansion opportunity emerges.
4
Track and forecast your renewal book on a rolling basis, proactively surfacing risks and creating plans to address them before they become problems
5
Use product usage data and customer outcomes to demonstrate value in renewal conversations and ongoing check-ins
6
Identify opportunities for feature adoption and product expansion within accounts, and flag those signals to the Sales team to build expansion pipeline
7
Gather and synthesize customer feedback and share it with Product and internal stakeholders to inform roadmap decisions and improve the customer experience
8
Work closely with senior CS teammates and your manager to develop your skills in account management, commercial negotiation, and customer communication

Requirements

Some experience in a customer-facing role - this could be internship work, customer service, sales support, retail, or anything that required you to build rapport and solve problems for people
A track record of following through: when you commit to something, you close the loop
You thrive when you have ownership over a defined body of work and the freedom to figure out how to make it run better
We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application.

Perks & Benefits

At Netlify, we are committed to a compensation philosophy that prioritizes fairness and equity, positions our employee compensation competitively in the market, recognizes and rewards performance, and takes a comprehensive approach to our rewards package.

The starting pay will be determined based on multiple factors, including expertise and skills, market demands, experience, internal equity, and applicable geographic location.