Customer Success Associate

Please note: This is a remote, Mexico-based 40 hr/week contract position that requires working hours from 9:00 AM - 5:00 PM EST What Motivates Us There is room for everyone We empower each other to innovate and create processes that use technology to generate meaningful, lasting change. We enjoy the challenge of finding solutions to problems that are not a way around it but through it. We're driven by the opportunity to help enterprises and their employees around the world to contribute to their communities. When You Join the Team You’ll join a movement from the ground floor and a team of purpose-driven people with a strong sense of responsibility, ownership, and pride that we’re building this thing together. You’ll combine passion, purpose, and a paycheck—Visit.org team members get out of bed every day knowing their work is meaningful and has a tangible impact on individuals and communities around the world. About Visit.org Visit.org helps companies discover & book thousands of carefully curated social impact team experiences, led by and benefitting local nonprofits. With its proprietary library of team-based experiences across 90+ countries, Visit.org provides HR, DEI, CSR, and Meetings & Events leaders highly scalable, culturally appropriate content for purpose-driven employee and client engagement. Some of our customers include Colgate, Paramount, Visa, Ancestry, Tommy Bahama, and more. Responsibilities Customer Onboarding Support: Assist in guiding new self-serve customers through the onboarding process by providing them with necessary resources and support. Customer Engagement: Help maintain proactive communication with customers to understand their needs, provide basic support, and ensure they are utilizing the platform effectively. Support & Troubleshooting: Respond to customer inquiries and issues, escalating complex problems to senior team members as needed. Customer Training Assistance: Assist in the development and delivery of training materials, webinars, and resources to help customers make the most of our platform. Customer Feedback: Gather and report customer feedback to the senior team, helping identify areas for improvement. Retention & Growth Support: Monitor customer usage and engagement, flagging any concerns to senior team members for further action. Relationship Building: Support the senior team in building and maintaining strong relationships with customers, helping to foster a positive customer experience. Data Collection: Assist in collecting and organizing customer data to identify trends and opportunities for improving customer success processes. Documentation: Help maintain accurate records of customer interactions and feedback in CRM systems. SOP Support: Assist in the creation and maintenance of Standard Operating Procedures (SOPs) to ensure consistent processes are followed across the team. Understand and refine current practices in order to enhance productivity in facilitating corporate partner requests. Build renewal and expansion proposals with client-specific information. Provide research and relevant information regarding corporate partner news, org changes, and potential new use cases within existing client companies. Qualifications 2+ years of experience in customer success, account management support, or operations. Experience using Salesforce to improve efficiency across operations. Comfortable and confident in client-facing communications. Strong attention to detail and superior organizational skills. Ability to multitask and prioritize to manage multiple projects on tight timelines. Experience working in a fast-paced startup environment. Passion for our mission and the desire to make an impact in the world through technology. Please note: This is a remote, Mexico-based 40 hr/week contract position that requires working hours from 9:00 AM - 5:00 PM EST How we care Competitive salary Mission-aligned company events/volunteering Inclusive, exciting start-up culture Accelerated career & personal growth Culture Club and more #J-18808-Ljbffr