Senior Customer Success Associate

We're looking for a Senior Customer Success Associate to support and eventually lead enterprise accounts. You'll work closely with the Head of Enterprise Customer Success to drive outcomes for a strategic book of accounts. Customer Success at Caribou combines consulting, project management, analytics, training, and marketing to care workers – The role is varied and the learning curve is real.

This is a fit if you're hyper-organized, a strong communicator, and have driven results in a customer-facing role before. You can work independently and with a team, and you're energized by ambiguity. Experience in consulting, healthcare, account management, or customer success is a plus, but empathy and commitment to your customers matter more.

• →Support Enterprise CSMs and the Head of Enterprise CS in servicing a portfolio of enterprise accounts
• →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

Success is measured by customer health scores, portfolio net revenue retention, and implementation outcomes.

• 2+ years in a customer-facing role managing relationships (consulting, high-growth startups, or home care/healthcare a plus)
• Track record of driving results with customers and teammates
• 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, comfortable analyzing data

At Caribou, we understand the value of having a diverse team. We believe in providing equal opportunity employment regardless of race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process. Please contact roxyATcaribou.care if you have any questions or need support in any way.