Customer Success Associate

The Customer Success Associate (CSA) is the primary Customer Success point of contact for a large number of smaller Onshape customers who do not have a dedicated Customer Success Manager. The CSA provides these customers with a responsive, consistent, and high-quality experience at scale, helping them navigate questions, resolve issues, and successfully manage their relationship with Onshape. 

The CSA ensures these customers receive a responsive, high-quality experience whenever they need assistance. This role owns inbound customer requests across subscription and renewal questions, billing, account administration, product and support navigation, and other general customer needs—either resolving the request directly or connecting the customer with the right Onshape team. 

The CSA plays an important role in customer satisfaction and retention by making it easy for customers to get answers, solve problems, and successfully do business with Onshape. The ideal candidate is highly responsive, organized, customer-focused, and comfortable managing a high volume of customer interactions while balancing empathy, urgency, and problem-solving. 

Responsibilities 

Customer Support & Case Management 

• Respond to inbound customer inquiries through email and case management systems. 

• Deliver timely, professional, and accurate responses. 

• Own customer communications through resolution or appropriate handoff. 

• Maintain detailed records of customer interactions. 

Renewal & Subscription Inquiries 

• Assist customers with renewal-related questions. 

• Support cancellation, contraction, and downsell requests. 

• Provide renewal dates and subscription information. 

• Coordinate invoice requests prior to renewal. 

• Route complex retention situations to the appropriate teams. 

Billing & Administrative Requests 

• Assist with billing-related inquiries, including: 

• Invoice copies 

• Payment receipts 

• Invoice revisions 

• Purchase order updates 

• Company name changes 

• Billing contact updates 

• Refund requests 

• Payment method changes 

Account Management Support 

• Assist customers with account maintenance and administrative tasks. 

• Guide customers through: 

• User management 

• Company ownership changes 

• Company profile updates 

• Email address updates 

• Access and login issues 

• General account questions 

Growth Opportunity Identification 

• Recognize and route expansion opportunities. 

• Identify customer interest in: 

• Additional subscriptions 

• Advanced Studios 

• API capabilities 

• Other premium products and services 

• Coordinate with Sales teams on qualified opportunities. 

Technical Request Triage 

• Guide customers to the appropriate support resources. 

• Assist with support ticket creation. 

• Escalate technical issues to Technical Services when necessary. 

• Ensure customers understand next steps and ownership throughout the process. 

Process Improvement 

• Identify recurring customer issues and trends. 

• Recommend improvements to workflows, documentation, and customer resources. 

• Contribute to knowledge base and process documentation updates. 

Key Performance Indicators 

• Gross Retention for this customer segment 

• First response time 

• Case resolution time 

• Customer satisfaction (CSAT) 

• Case volume managed and backlog size 

• SLA attainment 

• Opportunity identification and handoff rate 

• Renewal inquiry resolution rate 

• Renewal risk escalations identified 

Qualifications 

• 1-3 years of experience in Customer Success, Customer Support, Account Management, or similar customer-facing roles. 

• Exceptional written and verbal communication skills. 

• Strong customer empathy and problem-solving abilities. 

• Highly organized with strong attention to detail. 

• Ability to manage multiple customer requests simultaneously. 

• Experience using CRM and support systems such as Salesforce, Zendesk, or similar platforms. 

• Self-starter with a continuous improvement mindset. 

• CAD, SaaS, or engineering software experience is a plus but not required.