Note: The job is a remote job and is open to candidates in USA. PropUp is a software company in the PropTech and multifamily industry seeking a customer-focused Customer Success Associate. The role supports customers across onboarding, training, product adoption, support requests, and ongoing account needs while helping build and improve Customer Success processes.
Responsibilities
- Support customer accounts and deliver a high-quality customer experience
- Manage customer support requests and Jira tickets, including tracking progress, keeping information organized, and ensuring timely follow-up
- Communicate directly with customers regarding open requests, questions, product updates, and next steps
- Collaborate with Product and Development teams to coordinate customer requests and share relevant customer feedback
- Become an expert in PropUp and help customers effectively adopt and use the platform
- Support and lead virtual trainings, refresher sessions, and product walkthroughs
- Assist with customer onboarding, meeting preparation, follow-ups, and ongoing account initiatives
- Help create and improve customer training resources, internal documentation, SOPs, and Customer Success processes
- Identify recurring customer feedback and opportunities to improve the overall customer experience
- Take on increasing customer ownership and responsibility as you grow in the role
Skills
- 1–3 years of experience in Customer Success, Customer Support, Account Management, Sales, SaaS, or another customer-facing role
- Strong interest in growing a career in Customer Success
- Excellent written and verbal communication skills
- Comfortable leading customer meetings, trainings, and calls with large groups of users and stakeholders
- Confident presenting information clearly and engaging with customers in a virtual setting
- Highly organized with strong attention to detail and follow-through
- Comfortable managing multiple priorities, customer requests, and support tickets at once
- Strong problem-solving skills and a proactive, self-starting mindset
- Comfortable working in a fast-paced, early-stage environment where processes are still evolving
- Excited to help build and improve processes rather than simply follow an established playbook
- Experience with Jira, Salesforce, Slack, or similar SaaS tools is a plus
- Experience in multifamily real estate, property management, or PropTech is a plus
Benefits
- Join a rapidly growing, early-stage software company at an exciting point in its growth.
- Be part of a team helping bring a differentiated product to the PropTech and multifamily industry.
- Play an integral role in supporting our customers and helping shape the Customer Success organization as PropUp continues to scale.
- Gain hands-on experience across SaaS Customer Success with a clear path to grow into a Customer Success Manager role.
- Have the opportunity to help build processes, resources, and systems that will influence how the team operates long term.
- Work closely with customers, Product, Development, and company leadership.
- Fully remote work environment.
- Competitive time off and benefits.
Company Overview