About this role
Support the go-to-market team by driving customer onboarding, adoption, satisfaction, and retention for Rocket.Chat’s open-source communications platform. Own renewals and upsells targets while monitoring customer health and providing technical support, training, and relationship management.
Key Responsibilities
- Support customers through onboarding to ongoing engagement and technical support
- Monitor customer health and drive adoption for satisfaction and retention
- Own renewals and upsells targets
- Conduct product training sessions and demonstrations
- Use CRM/customer success platforms to manage and track customer interactions
Technical Overview
Works in a B2B SaaS environment with strong technical acumen focused on APIs, integrations, and product configurations. Utilizes Customer Success metrics (NPS, customer health scores, churn, product adoption, and engagement) and operates through CRM tools such as Salesforce, HubSpot, and Gainsight.
Ideal Candidate
The ideal candidate is a junior-level Customer Success Associate with B2B SaaS experience, strong technical acumen, and hands-on knowledge of onboarding, product training, and demonstrations. They understand Customer Success metrics like NPS, customer health scores, churn, and product adoption, and can work effectively with CRM tools such as Salesforce, HubSpot, and Gainsight. They are comfortable engaging with technical stakeholders and managing renewals and upsells targets in a fast-paced environment.
Must-Have Skills
Experience in Customer SuccessAccount ManagementCustomer SupportTechnical Supportor other customer-facing roles within a B2B SaaS environmentExperience working with SaaS platforms and software productsStrong technical acumen with the ability to quickly learn technical concepts related to software platformsAPIsintegrationsand product configurationsExperience interacting with technical stakeholders (developersIT teamsor solution architects)Understanding of Customer Success metrics and indicators such as NPScustomer health scoreschurnproduct adoptionand engagementExperience supporting customers onboardingproduct training sessionsor product demonstrationsExperience working with CRM or Customer Success platforms (e.g.SalesforceHubSpotGainsightor similar tools)Strong organizational and time management skillsExcellent written and verbal communication and presentation skillsU.S. citizenship eligibility
Nice-to-Have Skills
Active U.S. Security Clearance (or eligibility to obtain ...)
Tools & Platforms
SalesforceHubSpotGainsightTheOrg
Required Skills
Customer SuccessAccount ManagementCustomer SupportTechnical SupportB2B SaaSSaaS platformsAPIsintegrationsproduct configurationsNPScustomer health scoreschurnproduct adoptionengagementonboardingproduct training sessionsproduct demonstrationsCRMSalesforceHubSpotGainsightrenewalsupsells
Hard Skills
Customer SuccessAccount ManagementCustomer SupportTechnical SupportB2B SaaSSaaS platformsAPIsintegrationsproduct configurationscustomer healthNPSchurnproduct adoptionengagementonboardingproduct training sessionsproduct demonstrationsCRMSalesforceHubSpotGainsight
Soft Skills
problem-solvingbuilding relationshipscommunication (written and verbal)presentation skillsorganizational skillstime managementnavigate technical discussionsowning renewals and upsells targetscross-functional collaborationresponding quickly
Keywords for Your Resume
Customer Success AssociateCustomer SuccessAccount ManagementCustomer SupportTechnical SupportB2B SaaSSaaS platformsAPIsintegrationsproduct configurationsCustomer Success metricsNPScustomer health scoreschurnproduct adoptionengagementonboardingproduct training sessionsproduct demonstrationsCRMSalesforceHubSpotGainsightrenewalsupsellsU.S. citizenstechnical support
Deal Breakers
U.S. citizenship eligibility requirement for the role, Experience in Customer Success/Account Management/Customer Support within a B2B SaaS environment, Experience with CRM or Customer Success platforms (Salesforce, HubSpot, or Gainsight)
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