Work Hard EverywhereJob Description
Headquarters: Remote
About the Team
Netlify's Customer Success team is responsible for making sure customers get real, lasting value from the platform - from onboarding through renewal and beyond. The team works closely with Sales, Product, and Marketing to help customers grow their usage, see clear outcomes, and stay engaged over time. Every motion the team runs - whether it's a renewal conversation, a feature adoption push or customer escalation - is designed to build trust and relationships that compound.
This role exists because we have a growing book of SMB accounts that need a dedicated, consistent point of contact. As our Customer Success Associate, you’ll drive broad-stroke outreach and build the workflows to manage them well. You'll carry a book of 120+ accounts with roughly $2M in ARR, and your job is to make sure those customers are engaged, getting value, and set up for renewal. This is an entry-level role with real ownership from day one, and you'll have mentorship from senior teammates as you ramp into the commercial side of the work.
What You'll Do
- 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...
About the Team
Netlify's Customer Success team is responsible for making sure customers get real, lasting value from the platform - from onboarding through renewal and beyond. The team works closely with Sales, Product, and Marketing to help customers grow their usage, see clear outcomes, and stay engaged over time. Every motion the team runs - whether it's a renewal conversation, a feature adoption push or customer escalation - is designed to build trust and relationships that compound.
This role exists because we have a growing book of SMB accounts that need a dedicated, consistent point of contact. As our Customer Success Associate, you’ll drive broad-stroke outreach and build the workflows to manage them well. You'll carry a book of 120+ accounts with roughly $2M in ARR, and your job is to make sure those customers are engaged, getting value, and set up for renewal. This is an entry-level role with real ownership from day one, and you'll have mentorship from senior teammates as you ramp into the commercial side of the work.
What You'll Do
- 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...