About Wellspring

Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations for universities, companies, government agencies, and independent labs. Founded in 2003, Wellspring has grown to serve over 500 organizations globally, including Fortune 500 companies, SMEs, hospitals, and universities. The company’s flagship products—Sophia, Flintbox, and Zeto—enable organizations to manage the entire innovation lifecycle, from discovery and IP management to commercialization and knowledge transfer.

Position Summary

The Associate Customer Success Associate (CSA) plays a vital role in supporting enterprise customers throughout their lifecycle. This role is ideal for individuals who are passionate about customer service, enjoy problem-solving, and thrive in collaborative environments. As a CSA, you will work closely with customers to understand their needs, guide them through onboarding and product adoption, provide ongoing support, and ensure they achieve meaningful outcomes with our platform. You will also partnered with internal teams to resolve issues, drive engagement, and strengthen long-term customer relationships.

Key Responsibilities

Customer Onboarding & Adoption

Assist new customers with onboarding, platform setup, and user training to ensure a smooth start.
Educate customers on product features, updates, and best practices to maximize value and adoption.
Track customer usage and engagement to identify risks, opportunities, and areas for improvement.

Account Management & Customer Support

Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests.
Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention.
Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools.

Cross-Functional Collaboration

Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary.
Support renewal processes and help identify potential upsell or cross-sell opportunities.
Provide data and materials for customer success plans and participate in internal or customer-facing reviews as needed.
Promote customer awareness of new features, enhancements, and recommended workflows.

Qualifications

Diploma, or equivalent work experience in customer service or a related field
Strong communication and interpersonal skills with the ability to build positive customer relationships
Excellent problem-solving abilities and attention to detail
Ability to prioritize tasks in a fast-paced, dynamic environment
Enthusiastic, self-motivated, and eager to learn

Preferred

Familiarity with SaaS applications or enterprise customer environments
Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight)
Exposure to customer onboarding, support, or training activities

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