Customer Success Associate

About the company

Findigs is working to simplify renting by replacing a slow, confusing, and uneven process with a smoother experience for renters and property managers alike. The company has built an end-to-end platform that makes screening more seamless, more trustworthy, and easier to manage.

Backed by $78M in funding from investors associated with companies such as Affirm, Gusto, and Uber, Findigs is expanding quickly. Its product is designed to help customers make better, more predictable decisions through data, transparency, and precision. The team is focused on reshaping a major industry and is looking to grow its impact significantly this year.

About the team

The Customer Success team is responsible for helping clients have a smooth experience and get real value from the platform. The team acts as the customer’s advocate inside the company and represents the company to customers externally. Their work supports retention, informs product direction, and contributes to long-term growth. This role works across the full customer journey and partners closely with Product, Engineering, and Sales to deliver a strong customer experience.

Role overview

The Customer Success Associate will be a dependable first point of contact for customers, especially within the SMB segment. The right person will be empathetic, practical, and comfortable solving problems hands-on. Since priorities may not always be fully defined, the role calls for initiative, adaptability, and a strong ownership mindset. At its core, this position is about understanding customer needs and helping those customers succeed.

Key responsibilities

• Act as the escalation contact for SMB customers and handle questions through email, chat, and phone.
• Investigate, prioritize, and resolve customer issues, while writing clear bug reports and routing technical problems to Engineering.
• Reach out proactively to customers to maintain engagement, review product usage, and share helpful guidance.
• Build deep product knowledge and contribute to the customer knowledge base through articles, tutorials, and step-by-step resources.
• Represent customer feedback internally by turning it into practical input for Product and Engineering improvements.
• Work with the Implementation team to support a smooth transition after the sale and a positive onboarding experience.
• Track customer health to spot risks early, encourage adoption, and help prevent churn.
• Identify opportunities for upselling and cross-selling where appropriate.
• Help refine customer success workflows, tools, and internal playbooks.
• Keep client records accurate and current, including training logs, escalation notes, and engagement history.

Requirements

• At least 2 years of experience in a customer-facing role such as Customer Support, Customer Success, or Account Management, ideally in a B2B SaaS setting.
• A bachelor’s degree or comparable practical experience.
• Strong written and verbal communication skills with a clear, empathetic, and efficient style.
• Comfort with technical concepts and the ability to learn new software quickly.
• Hands-on experience with support tools such as Zendesk, Intercom, or Jira, and/or CRM platforms like HubSpot or Salesforce.
• Strong troubleshooting skills and confidence handling uncertain or complex customer situations.
• Comfort working in a fast-moving, less structured startup environment.
• Applicants must be eligible to work without requiring new visa sponsorship, as sponsorship transfers are not available.

Nice to have

• Previous experience in a startup environment.
• Exposure to proptech or fintech.
• Experience creating knowledge-base content such as articles, videos, or FAQs.
• Familiarity with customer success metrics such as NPS, CSAT, and time to resolution.

What we offer

• Hybrid work setup with 3–4 days per week in the office at the newly renovated NoHo location.
• A mission-focused, collaborative culture with high impact and room to grow.
• Competitive OTE plus pre-IPO equity.
• Flexible paid time off, along with all company holidays.
• Health benefits, 401(k) matching up to 4%, a monthly gym stipend, and lunch provided every day.

Interview process and additional notes

The interview process uses Brighthire.ai to record interviews so interviewers can focus on the discussion rather than note-taking. Candidates may opt out of recording if they choose to proceed.

The employer is an equal opportunity employer and reviews applicants based on merit and directly relevant professional skills.

Artificial intelligence tools may be used to assist with parts of the hiring process, including resume review and response analysis, but final decisions are made by people. Candidates can contact the company for more information about data handling.

The stated compensation range includes base pay plus a performance-based bonus. Final pay depends on factors such as interview performance, skill set, experience depth, and role scope. Full-time employees also receive equity compensation.

Compensation and work setup notes

This is a hybrid, full-time role based in New York, NY. The company notes that it operates on a 3–4 day in-office schedule and does not provide employment visa sponsorship or takeover of sponsorship.