Customer Success Associate (Denver, CO)

Summary

Netlify provides a platform for building, deploying, and scaling modern web applications. The Customer Success Associate will manage a book of SMB accounts, drive engagement and value realization, support renewals and smaller expansions, track account health, and share customer feedback with internal teams.

Responsibilities

• Own the day-to-day relationship for your book of accounts, serving as the primary point of contact and keeping customers informed, engaged, and successful on the platform
• Contribute ideas to dashboards and workflows to track your book of business - renewal timelines, health signals, engagement levels, and expansion indicators - so nothing falls through the cracks
• With guidance of leadership, drive outreach to customers ahead of renewal, lead those conversations, handle objections, and negotiate terms on flat renewals and smaller expansions, looping in Sales when a meaningful expansion opportunity emerges
• Track and forecast your renewal book on a rolling basis, proactively surfacing risks and creating plans to address them before they become problems
• Use product usage data and customer outcomes to demonstrate value in renewal conversations and ongoing check-ins
• Identify opportunities for feature adoption and product expansion within accounts, and flag those signals to the Sales team to build expansion pipeline
• Gather and synthesize customer feedback and share it with Product and internal stakeholders to inform roadmap decisions and improve the customer experience
• Work closely with senior CS teammates and your manager to develop your skills in account management, commercial negotiation, and customer communication

Skills

• Some experience in a customer-facing role - this could be internship work, customer service, sales support, retail, or anything that required you to build rapport and solve problems for people
• Comfort working with data and spreadsheets, and a genuine interest in using that data to spot trends and make decisions
• A track record of following through: when you commit to something, you close the loop
• Clear written and verbal communication - you can explain things simply, listen well, and adapt your approach to different audiences
• An interest in building a career in customer success, and curiosity about the commercial side of the business - including how renewals work, how contracts are structured, and how value gets communicated to customers
• You're based in the Denver, Colorado area and are comfortable working remotely while participating in occasional in-person meetings and engagement with Denver-based stakeholders
• A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine)
• We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application

Qualifications

Must Haves

• Some experience in a customer-facing role - this could be internship work, customer service, sales support, retail, or anything that required you to build rapport and solve problems for people
• Comfort working with data and spreadsheets, and a genuine interest in using that data to spot trends and make decisions
• A track record of following through: when you commit to something, you close the loop
• Clear written and verbal communication - you can explain things simply, listen well, and adapt your approach to different audiences
• An interest in building a career in customer success, and curiosity about the commercial side of the business - including how renewals work, how contracts are structured, and how value gets communicated to customers
• You're based in the Denver, Colorado area and are comfortable working remotely while participating in occasional in-person meetings and engagement with Denver-based stakeholders

Nice to Haves

• A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine)
• We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application

Benefits

• Eligible to participate in Netlify’s commission plan
• Mentorship from senior teammates as you ramp into the commercial side of the work
• Comfortable working remotely while participating in occasional in-person meetings and engagement with Denver-based stakeholders
• Netlify is a fully distributed company