Customer Success Associate

About the role

As a Customer Success Associate, you will support the post-sales customer experience at Collo. Your primary focus will be assisting new and existing clients through onboarding, training, and ongoing day-to-day platform support to ensure they achieve consistent value from Collo. This is a hands-on, execution-focused role bridging the gap between sales handoff and long-term user adoption. You will work closely with sales, product, and leadership to keep customers engaged, resolve operational blockers, and take on post-closing workloads currently handled by the founders—allowing them to focus on expansion while you maintain high customer satisfaction.

Key responsibilities

• Assist in executing the end-to-end onboarding workflow for new B2B accounts following contract execution
• Help gather customer operational requirements, property data, tenant lists, lease information, and billing details
• Coordinate data migration and initial property/unit setup within the platform
• Walk clients through standard account configurations and help adapt Collo to their operational workflows
• Track onboarding milestones, flag implementation delays, and keep account rollouts on schedule
• Conduct walkthroughs and training sessions (virtual or in-person) covering core Collo features, including tenant management, rent collection, billing, and reporting
• Serve as the primary contact for everyday client questions, platform guidance, and basic troubleshooting
• Monitor platform usage metrics to identify disengaged users or accounts needing extra support
• Collect client feedback, logging recurring pain points and feature requests for the Product team
• Collaborate with Finance and Sales to resolve billing questions and support invoice collection by sending timely payment reminders

About you

• Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field
• 1–2 years of experience in B2B customer success, client support, account management, implementation, or sales operations
• Prior experience or familiarity with B2B SaaS, software platforms, or tech products
• Understanding of the B2B SaaS customer lifecycle (sales handoff → onboarding → retention)
• Strong technical aptitude with the ability to quickly master new software workflows
• Clear, patient, and empathetic communication skills when guiding non-technical users
• High organizational skills and attention to detail, with the ability to manage tasks across multiple client rollouts simultaneously