About the role

Senior Customer Success Associate managing enterprise accounts for Caribou's strategic markets. Supporting customer adoption and driving results through training, analytics, and project management.

Responsibilities

Support Strategic Markets CSMs and the Head of Strategic Markets in servicing a portfolio of enterprise accounts
Eventually own a growing portfolio of accounts as the primary point of contact
Build decks and materials, and lead standard customer calls
Onboard new customers, drive adoption, and manage change throughout implementation
Deliver product training and coaching across the customer lifecycle
Monitor usage and engagement metrics, and recommend ways customers can get more value from the product
Triage and project manage customer issues to resolution
Partner with teams across Caribou to solve customer problems and unlock value
Help build and iterate on our enterprise customer success playbook
Occasional travel to US to meet your customers

2+ years professional work experience (customer-facing roles, managing relationships in consulting, high-growth startups, or home care/healthcare a plus)
Track record of driving results with customers, stakeholders and teammates
Comfortable working with data and using metrics to draw meaningful conclusions
Strong problem-solver who can navigate ambiguity and find practical solutions
Excellent written and verbal communication
Highly organized with sharp attention to detail and the ability to juggle priorities
Low ego, strong work ethic, and able to learn independently
Genuinely motivated by Caribou’s mission
Nice to have: SaaS lifecycle knowledge