Position Summary 

As an Associate Customer Success Manager  with a focus on renewals at HappyOrNot, you’ll play a critical role in strengthening long-term relationships with our customers and ensuring they maximize the value of our solutions. Your primary focus will be on engaging with customers through structured outreach, understanding their unique needs, and resolving challenges to drive satisfaction and retention.  

You’ll be responsible for managing contract renewals, identifying upsell opportunities, and leveraging forward-looking forecasting to deliver insights that shape customer retention and growth strategies. As the voice of the customer, you’ll collaborate with product management, engineering, and R&D teams to align our product roadmap with real-world feedback and business goals.  

Joining HappyOrNot as an Associate CSM is an exciting opportunity to kickstart your career in customer success while making an impact in the fast-paced US SaaS market. In this dynamic and innovative environment, you’ll gain hands-on experience managing customer relationships, driving results, and contributing to a high-energy, collaborative team where your work directly influences customer success and company growth. If you’re a motivated, customer-focused team player with a passion for delivering results, we’d love to hear from you! 

Responsibilities  

• Customer Advocacy: Build a deep understanding of each customer’s use cases, challenges, and success criteria, positioning yourself as a trusted advisor to help drive their success  

• Problem Resolution: Triage and resolve customer inquiries efficiently, working closely with technical support teams to deliver timely, high-quality solutions  

• Renewal Management: Manage core renewals tasks, including subscription processing and identifying upsell opportunities that meet customer needs while contributing to revenue growth  

• Forecasting and Insights: Leverage customer data and account activity to provide actionable, forward-looking forecasts that drive retention strategies, surface growth opportunities, and mitigate churn risks  

• Value Delivery: Proactively share insights on new product features and enhancements to help customers maximize the value of HappyOrNot’s solutions  

• Relationship Building: Cultivate long-term, trust-based relationships with customers through exceptional service and consistent delivery on promises  

• Data Management: Accurately track all customer interactions and activities in Salesforce CRM to enable seamless internal collaboration and ensure data-driven decision-making  

• Team Contribution: Contribute to the team’s quota by supporting growth initiatives, achieving individual targets, and collaborating with the team to drive overall success  

• Collaboration: Collaborate cross-functionally to share customer insights, contribute to process improvements, and support broader team initiatives  

• Other duties assigned by your manager  

Experience, Knowledge and Skills  

• 1-2 years of experience in a customer-facing role within a SaaS environment (customer support, renewals, or entry level CSM role preferred)  

• Proven track record of engaging customers through high-volume outreach while maintaining professionalism, enthusiasm, and a customer-first attitude  

• Exceptional communication and interpersonal skills with an outgoing personality, capable of quickly building rapport and trust with customers  

• Familiarity with CRM systems, with Salesforce experience being a strong plus  

• Highly organized, detail-oriented, and adept at following processes to ensure efficient execution  

• Eager to learn, grow, and take on new challenges in a fast-paced, dynamic environment  

• Strong team player with a work ethic focused on collaboration, customer success, and achieving team goals  

• Analytical thinker with the ability to understand customer needs, translate them into actionable insights, and proactively drive solutions