Backed by Index.
About the role
Not sure you meet 100% of our qualifications? Please apply anyway! 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. Our mission is to “build a better web” and that cannot be done without a diversity of skill sets, backgrounds and thoughts.
What they're looking for
- 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
- 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
More about this role
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.
- 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...
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