Customer Success Associate

The role

You will own customer implementation, onboarding, and support. You will act as the first line of defense for clients and partner with Engineering to troubleshoot issues and relay product feedback.

What you will do

• Own all aspects of customer implementation, onboarding, and support.
• Conduct kick-off calls with new customers to ensure a successful setup and clear expectations.
• Act as the first responder for customer-reported issues, providing prompt troubleshooting and ensuring timely resolutions.
• Proactively monitor support channels and respond efficiently to customer inquiries.
• Collaborate with Engineering to escalate and resolve complex incidents.
• Partner with internal teams to continuously improve the customer experience, tools, and processes.
• Act as the voice of the customer, providing product feedback and identifying gaps or new feature opportunities.
• Strive to exceed customer expectations in response quality, timeliness, and overall satisfaction.

Required qualifications

• 1-2 years of client facing work experience
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Customer-first mindset
• Demonstrated ability to multitask, prioritize, and thrive in a fast-paced startup environment
• A growth mindset and willingness to learn rapidly

Nice to have

• direct Customer Success, Implementation, or Client Support experience

Benefits

• Competitive compensation
• Premium healthcare and wellness benefits
• Catered lunch in the NYC office, Monday - Friday

About the company

Adaptive is a cybersecurity startup on a mission to stop AI-powered cyberattacks. The company protects teams from emerging threats like deepfakes, smishing, and AI-powered voice scams.