Junior Associate, Customer Success at Duplo

Responsibilities 

Customer Onboarding & Enablement:

• Lead onboarding and training calls for new customers using established playbooks.
• Guide customers through initial setup, configuration, and early product usage.
• Ensure customers complete key onboarding milestones within expected timelines.
• Provide follow-up support after onboarding to reinforce adoption and early value realization.

Customer Engagement & Support:

• Act as a primary point of contact for inbound customer support via email and ticketing systems.
• Troubleshoot and resolve customer issues directly using product knowledge, documentation, and internal resources.
• Manage customer support tickets end-to-end using Zoho Desk, ensuring timely and clear communication.
• Identify patterns in customer issues and escalate complex, high-impact, or unresolved cases to Senior Associates or relevant internal teams.
• Communicate resolutions clearly to customers and confirm issue closure and satisfaction.

Journey-Based Customer Success Execution:

• Support defined customer success journeys (e.g. onboarding, activation, early retention) rather than owning individual customer accounts.
• Monitor customer engagement signals such as usage trends, support volume, and training completion.
• Proactively flag churn risks, adoption gaps, and expansion signals to senior team members.
• Execute customer success playbooks consistently across assigned journeys.

Revenue & Commercial Support (Light Responsibility):

• Support renewal and expansion activities, particularly for customers closed end-to-end by interns.
• Assist with tracking renewal readiness, usage alignment, and customer sentiment.
• Participate in renewal or value conversations under guidance when required.

Knowledge Base & Documentation Ownership:

• Create, update, and maintain knowledge base articles across assigned Duplo products.
• Document common support issues, onboarding steps, and troubleshooting guides based on real customer interactions.
• Continuously improve documentation clarity to enable customer self-service and reduce repeat support requests.
• Collaborate with internal teams to ensure documentation reflects current product functionality and workflows.

Customer Success Operations:

• Maintain accurate and up-to-date customer records in CRM
• Log customer interactions, support resolutions, onboarding progress, and key notes.
• Track customer journey milestones, engagement trends, and operational metrics.
• Ensure smooth internal visibility into customer status, risks, and ongoing issues.

Requirements 

• Bachelor's Degree in Business Administration, Customer Service, Information Technology, Computer Science, or a related discipline.
• 2-3 years of experience in Customer Success, Customer Support, Account Management, Operations, or a customer-facing role.
• Experience in a SaaS, fintech, or technology company is an advantage.
• Experience supporting customers through onboarding or product implementation is preferred.
• Strong understanding of customer onboarding and customer lifecycle management.
• Ability to troubleshoot customer issues using documentation and internal tools.
• Experience using CRM, ticketing, project management, and customer reporting tools like Zohodesk, Hubspot, Metabase would be an added advantage
• Ability to document processes and create customer-facing knowledge base articles.
• Good understanding of Microsoft Office or Google Workspace.
• Ability to interpret customer usage data and identify adoption trends.