Customer Success Associate

👋 About Us

At Threecolts, we're not just a software suite; we're a powerhouse for Marketplace entrepreneurs and well-known international brands. Our mission? To revolutionize the Commerce landscape by acquiring, launching, and scaling cutting-edge software tailored for Amazon and Walmart businesses. With robust capital backing and a clear vision, we're poised for an exhilarating phase of accelerated growth.

Join us on the journey! Our vibrant team spans the globe, comprising over 500 innovative minds from 42 countries across five continents.

💼 About the Role

As a Customer Success Associate , you’ll be at the heart of our mission to ensure customers achieve their goals and realize the full value of our products and services. Your job? Build strong, trusted relationships with clients, guide them through onboarding, and proactively address their needs to drive success and satisfaction. You’ll act as the bridge between customers and internal teams, ensuring seamless communication and collaboration to resolve challenges and unlock opportunities.

This isn’t just about “checking in” or “managing accounts” — you’ll be the driving force behind customer retention, growth, and advocacy. By monitoring customer health metrics, identifying risks, and delivering tailored solutions, you’ll help clients thrive while contributing to the company’s long-term success. We’re looking for someone who can anticipate customer needs, think strategically, and deliver exceptional experiences at every touchpoint. If you’re passionate about building relationships and driving impact, this is your chance to shine.

🔥 Key Responsibilities

1. Customer Onboarding & Adoption

Guide new sellers through product onboarding, ensuring smooth setup and adoption of core features.

Provide training and resources to help customers unlock maximum value from our application.

2. Customer Engagement & Relationship Management

Maintain regular communication with sellers to understand their business goals and align solutions accordingly.

Build strong relationships to position the platform as a trusted partner in their e-commerce journey.

3. Upselling & Cross-Selling

Identify opportunities to introduce add-on modules, advanced features, or higher-tier plans.

Execute strategic upsell and cross-sell initiatives to drive account expansion and increase customer LTV.

4. Revenue Growth

Contribute directly to revenue generation targets through proactive account management.

Collaborate with sales and product teams to create customer success-driven growth strategies.

5. Churn & Retention Management

Monitor customer health scores, usage data, and feedback to identify at-risk accounts.

Develop and execute retention strategies to reduce churn and improve renewal rates.

6. Product Feedback & Insights

Gather seller feedback and share insights with the product team to enhance usability and feature relevance.

Act as the voice of the customer in internal discussions, ensuring product-led growth aligns with customer needs.

7. Reporting & Metrics

Track and report key metrics like NPS, adoption rates, expansion revenue, and churn rate.

Use data to measure success, identify trends, and propose improvements.

😊 About You

• 3+ years of experience in customer success, account management, or business development in a SaaS or eCommerce environment.
• Strong understanding of Shopify and eCommerce website development (prior experience in Shopify development or sales is a plus).
• Excellent communication and problem-solving skills, capable of translating technical concepts for non-technical users.
• Ability to multitask and manage multiple client relationships effectively.
• Experience in creating proposals, negotiating contracts, and closing deals.
• Familiarity with CRM tools, ticketing systems, and in-app support platforms.
• Bonus : Experience working with development teams on bug tracking and custom feature implementation.

⛳️ Compensation, Perks & Benefits