Customer Success Associate - Netlify

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 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

What You'll Bring

• 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.

This Role is a Great Fit If

• You're energized by building relationships and want to be the person customers actually look forward to hearing from
• You thrive when you have ownership over a defined body of work and the freedom to figure out how to make it run better
• You enjoy the process of organizing complexity - tracking multiple accounts, spotting patterns, and keeping everything moving without things slipping
• You're drawn to roles where you learn by doing, and you're comfortable asking questions and taking feedback as you develop your skills
• You get excited about connecting customers to features or capabilities they didn't know they needed, and seeing that translate into real adoption
• You work well within a team structure and are looking for mentorship, but you also want to take real ownership rather than just support someone else's book

Not sure you meet 100% of our qualifications? Please apply anyway!