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

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