Customer Success Associate (CSA)

Location: Bangalore Employment Type: Full-Time Experience: 24 Years Competency Level: Foundational Customer Success Execution Reports To : Customer Success Manager / Senior Customer Success Manager About Mojro Mojro is a leading AI-powered logistics optimization and visibility SaaS platform helping enterprises across FMCG, Dairy, Pharma, Paints, Retail, CEP and Manufacturing streamline complex transportation planning and supply chain operations. As our Customer Success organization scales, we are building a team that doesn't just manage accounts but proactively drives customer outcomes, adoption and long-term value realization. Every hire at this stage helps define how the function works. The Role This is your launchpad. As a Customer Success Associate, you are the operational engine behind account health the one who keeps data clean, dashboards accurate, adoption metrics moving, action items closed, and customers feeling genuinely supported. You work closely with Customer Success Managers and the Senior Customer Success Manager to ensure accounts are tracked, monitored and flagged proactively. You are the operational execution partner to the Customer Success team, ensuring customers receive consistent, proactive engagement while enabling CSMs to focus on strategic account management and customer outcomes. You will learn the craft of enterprise customer success from the inside out. Key Responsibilities Foundational Analytics & Health Tracking Monitor and maintain Customer Health Score dashboards across the portfolio tracking product usage, login activity, adoption metrics and engagement signals Build and update weekly and monthly adoption reports for CSMs and customers with clean, accurate data Generate reactive insights when anomalies or dips are identified surface the story behind the numbers, not just the numbers Maintain CRM hygiene keep HubSpot/Salesforce account data, contact records and activity logs up to date Execution & Coordination Own the action-item tracker for assigned accounts capture commitments from every customer interaction and chase them to closure Prepare meeting inputs for CSMs ahead of reviews usage snapshots, open issues, pending actions and talking points Coordinate training sessions, refreshers and enablement activities with customer teams Follow up internally with Product, Engineering, Support and Implementation teams to keep customer commitments moving Customer Support & Onboarding Assistance Support CSMs in customer onboarding activities scheduling sessions, preparing training materials and coordinating with Implementation teams on timelines Conduct product orientation sessions for end-users and operations teams at customer sites, virtually or in person Serve as the first point of contact for day-to-day customer queries resolving Tier 1 issues and escalating Tier 2/3 with full context to CSMs or Support teams Track and follow up on open support tickets and escalations to ensure SLA compliance Engagement & Relationship Support Assist CSMs in preparing QBR decks, ROI reports and customer-facing presentations with data pulled and formatted accurately Maintain stakeholder mapping documents tracking key contacts, their roles, sentiment and engagement levels within each account Send regular check-in communications to operational-level contacts to maintain engagement cadence Prepare renewal data packs adoption trends, value delivered, open risks for the CSM ahead of renewal conversations Risk & Churn Signal Identification Flag early churn risk signals declining usage, low login rates, unresolved tickets or disengaged contacts to the CSM immediately Maintain the at-risk account tracker and help document action plans for at-risk accounts Documentation & Knowledge Building Document product FAQs, how-to guides and training content to build the internal knowledge base Log customer feedback, feature requests and recurring pain points to share with Product teams Contribute to playbooks and SOPs as the Customer Success function matures Who You Are Education Bachelor's degree in Business, Engineering, Information Technology, Supply Chain or a related field from a reputable institution Experience 24 years of experience in Customer Success, Account Coordination, Support Operations, Business Analysis or a related customer-facing role Experience working with a B2B SaaS platform is a strong plus Any exposure to logistics, supply chain, dairy or FMCG operations is an advantage Skills Analytical: strong Excel/Google Sheets, KPI tracking, business reporting, CRM management, comfort with dashboards and usage data Communication: clear, structured written updates and the confidence to run a training or walkthrough with customer operations teams Languages: business English is essential. Additional proficiency in Hindi, Tamil or Kannada is advantageous when working with operations teams across India Behavioural: high ownership, strong follow-through, structured thinking, customer-first mindset, and the persistence to chase people until something is closed Growth Path This role is the entry point into Mojro's Customer Success ladder CSA Senior CSA Customer Success Manager Senior Customer Success Manager. Progression is based on demonstrated ownership rather than time served. Support multiple accounts with minimal supervision Drive adoption initiatives independently and close them end to end Consistently surface risks and insights before they are asked for Learn more at mojro.com