Customer Success Associate

About the Team:

Netlify’s Customer Success team ensures customers derive lasting value from the platform—from onboarding through renewal and beyond. The team collaborates closely with Sales, Product, and Marketing to drive customer growth, adoption, and engagement. Every initiative—whether renewals, feature adoption, or escalations—focuses on building trust and long-term relationships.

This role supports a growing portfolio of **120+ SMB accounts**, totaling roughly **$2M in ARR**. As the **Customer Success Associate**, you’ll manage outreach, workflows, and account health to ensure customers remain engaged, value-driven, and set for renewal. This is an **entry-level** role with immediate ownership, paired with mentorship from senior teammates as you transition into commercial work.

What You’ll Do:

• Serve as the primary point of contact for your book of accounts, ensuring customers stay informed, engaged, and successful on the platform.
• Develop and refine dashboards/workflows to track renewal timelines, health signals, engagement levels, and expansion indicators—preventing oversight.
• Lead renewal outreach, conduct conversations, address objections, and negotiate terms for flat renewals and minor expansions. Escalate meaningful expansion opportunities to Sales.
• Forecast renewal books proactively, identifying risks and creating mitigation plans before issues arise.
• Leverage product usage data and customer outcomes to demonstrate value during renewals and ongoing check-ins.
• Identify feature adoption and expansion opportunities within accounts, flagging signals to Sales to build expansion pipelines.
• Gather and synthesize customer feedback, sharing insights with Product and stakeholders to inform roadmap decisions.
• Collaborate with senior CS teammates and managers to develop skills in account management, negotiation, and customer communication.

What You’ll Bring:

• Experience in a customer-facing role (e.g., internships, customer service, sales support, retail) to build rapport and solve problems.
• Comfort with data and spreadsheets, with an interest in analyzing trends for decision-making.
• A track record of follow-through—closing loops on commitments.
• Clear written and verbal communication skills, with adaptability for diverse audiences.
• Curiosity about customer success, renewals, contracts, and value communication.
• Availability in the **Denver, Colorado area**, with flexibility for remote work and occasional in-person meetings.

This Role is a Great Fit If:

• You thrive on building relationships and enjoy being the customer’s go-to contact.
• You excel with ownership over defined work and enjoy optimizing processes.
• You enjoy organizing complexity—tracking accounts, spotting patterns, and ensuring nothing falls through the cracks.
• You’re a self-starter who learns by doing and embraces feedback.
• You’re passionate about connecting customers to underutilized features and seeing adoption translate into results.
• You work well in teams but seek mentorship and real ownership.