Build a customer-facing career where your work directly improves customer outcomes and long-term partnerships.
Job summary
As a Customer Success Associate in HFS IR OPS, you support customers in their journey toward achieving their desired outcomes. You work closely with Customer Success and cross-functional partners to drive product adoption, expansion, and retention. You help ensure a consistent and seamless experience by proactively tracking progress, identifying risks, and resolving issues efficiently. You bring a customer-first mindset and use insights and data to improve engagement and results.
Job responsibilities
- Support product adoption, expansion, and retention activities to maintain a healthy customer base
- Participate in regular customer and account meetings, capturing clear notes and action items to ensure accountability
- Investigate, triage, and resolve customer issues in a timely and efficient manner, coordinating with internal partners as needed
- Track and analyze key metrics to measure customer health and success outcomes
- Maintain accurate customer records, interactions, and progress updates in relevant systems
- Identify customer risks and escalate appropriately with recommended next steps
- Contribute to continuous improvement of customer experience processes, playbooks, and documentation
- Partner with cross-functional teams to support consistent onboarding and ongoing engagement
Required qualifications, capabilities, and skills
- Experience in customer success, account support, client services, or a related domain
- Strong verbal and written communication skills, with the ability to explain ideas clearly to different audiences
- Customer-first mindset with a focus on helping customers achieve measurable outcomes
- Comfortable using technology and learning new programs, tools, and workflows
- Strong analytical and critical thinking skills, with the ability to use data to inform next steps
- Strong organizational skills, with the ability to manage multiple priorities and follow through on commitments
- Demonstrated problem-solving skills and ability to work through issues efficiently and professionally
Preferred qualifications, capabilities, and skills
- Experience supporting customers in a technology, software, or platform environment
- Familiarity with customer relationship management tools (for example, Salesforce) or similar systems
- Experience interpreting customer health metrics, usage trends, or operational performance indicators
- Ability to collaborate effectively with product, operations, and technology partners to drive outcomes
- Experience supporting onboarding, enablement, or customer training initiatives
- Basic project management skills (planning, tracking, and communicating progress)