Customer Success Associate

Job Title: Threecolts Recruitment – Customer Success Associate

Company Name: Threecolts

Role: Customer Success Associate

Job ID / Requisition ID: 5004943101

Employment Type: Full-Time

Job Location: Lucknow, Uttar Pradesh, India

Work Schedule: 5 Days Working

Company Overview:

Threecolts is a comprehensive enterprise software suite purpose-built for consumer brands and multi-channel sellers. It helps businesses recover revenue, operate more efficiently, and drive growth across major global marketplaces and retail channels like Amazon, Walmart, and Shopify. Operating as a fast-growing global team across over 30 functional units and expanded through 24+ strategic acquisitions, Threecolts embeds AI into everyday workflows to increase speed, efficiency, and scale with a high degree of ownership and flat organizational structure.

Role Summary:

As a Customer Success Associate, you will be at the heart of Threecolts' mission to ensure customers achieve their operational goals and realize the full value of the software suite. You will guide sellers through product onboarding, support day-to-day product operations, resolve customer inquiries, manage client accounts, and help drive product adoption and customer satisfaction.

Key Responsibilities:

Support new sellers and merchants through initial product onboarding and end-to-end setup.

Assist customers in navigating and utilizing the core features of the SaaS platform effectively.

Manage and resolve customer inquiries, operational issues, and support tickets across CRM and in-app support channels.

Manage and support multiple customer accounts simultaneously while prioritizing urgent tasks and follow-ups.

Explain technical workflows and SaaS product features in a simple, clear, and actionable manner.

Identify upsell opportunities, assist with proposal preparation, and support renewals/account retention efforts.

Coordinate with cross-functional product and engineering teams for bug escalations and custom feature requests.

Eligibility Criteria & Qualifications:

Education: Bachelor’s degree in any discipline (B.E. / B.Tech / B.Sc / BCA / BBA / B.Com or equivalent).

Experience: 0 to 3 years of experience in Customer Success, Account Management, Customer Support, or Business Development (Freshers with strong communication and e-commerce/SaaS knowledge are also considered).

Location Requirement: Candidates residing in Lucknow or willing to relocate to Lucknow, India.

Required Skills & Competencies:

SaaS & E-commerce Knowledge: Foundational understanding of e-commerce platforms (Shopify, Amazon, or marketplace seller ecosystems) and subscription SaaS models.

Customer Support Tools: Hands-on familiarity with CRM platforms, ticketing software (e.g., Zendesk, Freshdesk, Intercom, or Salesforce), and chat-based customer support tools.

Communication Skills: Exceptional English written and verbal communication skills with strong presentation and active listening abilities.

Multitasking & Problem Solving: Ability to handle client queries under deadlines, handle account follow-ups, and organize customer data.

Preferred / Good to Have:

Prior experience in customer-facing roles within a fast-paced B2B SaaS startup or e-commerce agency.

Familiarity with issue tracking tools (e.g., Jira) to work alongside development teams for bug reporting.

Experience handling contract proposals or renewal conversations.

Perks & Benefits:

40 days of annual leave policy.

Standard 5-day working week.

Competitive base salary package.

Comprehensive health and medical insurance benefits.

Regular performance and compensation review cycles.