Customer Success Associate

Flosum is seeking a Customer Success Associate to join our global team and drive long-term customer value across our Salesforce DevSecOps platform In this role you ll manage a portfolio of small and medium-sized business SMB customers ensuring strong relationships successful adoption and measurable business outcomes You will act as the primary point of contact and strategic advisor for your accounts developing success plans monitoring account health identifying growth opportunities and coordinating across internal teams to deliver an exceptional customer experience This position is ideal for someone who thrives at the intersection of customer success relationship management and business growth enablement Key Responsibilities Account Management Customer Relationships Own a portfolio of SMB customer accounts acting as their primary advocate and relationship lead Build deep understanding of customer goals organizational structure and success metrics Conduct regular business reviews and success check-ins to assess outcomes and align future initiatives Maintain clear communication with key decision-makers and stakeholders across customer organizations Renewals Retention Growth Develop and execute strategic account plans focused on retention adoption and expansion Partner closely with Sales and Renewals to identify upsell and cross-sell opportunities Monitor account health metrics usage trends and adoption signals to proactively address risks Lead renewal preparation negotiation support and customer expansion initiatives Customer Enablement Success Planning Guide customers through onboarding configuration and adoption phases to ensure time-to-value Align Flosum s capabilities with each customer s DevOps and Salesforce ecosystem goals Deliver enablement sessions success workshops and product value demonstrations to drive engagement Collaboration Escalation Management Coordinate across internal teams Support Product Engineering to address customer challenges Track and document account activity escalations and outcomes within CRM systems for visibility and reporting Ensure consistent communication loops to close the gap between customer feedback and product innovation Strategic Insights Continuous Improvement Capture and translate customer insights into actionable feedback for the Product and Engineering teams Contribute to the evolution of success playbooks account plans and lifecycle processes for scalability Represent the voice of the customer in internal discussions and roadmap prioritization Ideal Candidate Strong background in account management customer success or sales enablement within a SaaS or Salesforce ecosystem Exceptional communication organization and relationship-building skills An analytical mindset with the ability to interpret account metrics and forecast retention risks Familiarity with Salesforce DevOps processes or cloud-based software platforms is a plus Requirements Required 3-5 years in a hybrid Customer Success or Account Manager role at a SaaS company Proven ability to manage a large portfolio of SMB customers at scale and drive upsell cross-sell and renewal outcomes Experience with Salesforce Admin or Dev and DevOps concepts such as version control and CI CD Strong commercial acumen with the ability to forecast renewals and support revenue growth initiatives Ability to develop executive relationships and influence customer stakeholders at all levels Excellent problem-solving communication and organization skills Minimum Bachelor s degree in Business Computer Science or related field Located in Pune India and able to afternoon and evening hours to support clients in EMEA and up to US Eastern Time hours Preferred Salesforce certifications Administrator App Builder Platform Developer Experience with Salesforce-native DevOps tools e g Flosum Copado AutoRabit Gearset Background in project or product management or process automation Experience creating customer-facing documentation or enablement materials Benefits Competitive compensation incentive structure Daily coaching mentorship and growth opportunity Be part of a global mission-driven team Learn from top leaders in Salesforce DevOps and SaaS sales Work on exciting challenges in a rapidly growing industry Fast-growing company with career development opportunities Work with a collaborative global team on cutting-edge DevOps technologies Make a visible impact on customer success product adoption and company growth