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Customer Success Associate

Pay80k - 100k / year
Employment typeFull-Time

This job is now closed

  • Job Description

      Req#: 4378801007
      Why join Polycam?

      Polycam is a leading technology company specializing in 3D scanning and augmented reality (AR). Our mission is to empower creators, developers, and businesses with tools that effortlessly capture and utilize 3D content through advanced photogrammetry and LiDAR technologies. By transforming environments into high-fidelity 3D models using smartphones or tablets, Polycam is revolutionizing the future of 3D content creation.

      Joining our dynamic team means working on groundbreaking projects, collaborating with talented professionals, and contributing to innovative solutions that push the boundaries of digital technology. If you're passionate about creativity, innovation, and making a significant impact in a rapidly growing field, Polycam is the place for you!

      What You'll Be Doing:

      Polycam is seeking a Customer Success Associate with knowledge, experience, and passion for 3D technology to ensure customers achieve desired outcomes and realize the value of our services. The ideal candidate will have a thirst for knowledge, learn quickly, and act as a conduit between customers and our company. Responsibilities include guiding customers throughout their journey, understanding their needs, engaging them with Polycam, and proactively building relationships with Enterprise customers. The associate will identify product usage gaps, consult on solutions, and collaborate with the Head of Customer Success to upsell, cross-sell, and develop success plans. Additionally, they will drive customer advocacy through reviews, testimonials, references, meetups, webinars, and case studies.

      The Customer Success Associate will be responsible for helping customers achieve their desired outcomes while using Polycam. This may include and is not limited to:
      • Answering customer messages from Polycam's support channel
      • Educating customers with in-app help and improving customer experience
      • Creating and contributing to Polycam's Help Center, Knowledge Base, and Learning Resources
      • Driving account expansion with contextual offers and growing lifetime value
      • Collecting customer feedback and closing feedback loops
      • Building relationships by providing consistent value and fostering customer loyalty
      • Mapping customer success journeys to spot and remove friction
      • Building and implementing the right customer success playbook
      • Liaising with the sales team to understand customer needs
      • Liaising with the marketing team for better user insights
      • Managing churn and increasing customer retention

      Required Qualifications:
      • 2-5 years of experience in a B2B SaaS domain, with customer-facing roles such as Customer Success, Sales, or Customer Support.
      • Passion for 3D Technology: Demonstrated interest and experience in 3D modeling and capture.
      • Excellent Verbal and Written Communication Skills: Enjoys interacting with people and is comfortable speaking on the phone and engaging in written communication with clients and following up as needed.
      • Resourcefulness and Autonomy: High level of initiative, enthusiasm, and ability to work independently.
      • Customer-Centric Approach: Committed to making customers happy and anticipating their needs.
      • CRM Experience: Familiarity with customer relationship management tools like Salesforce or Zendesk.
      • Understanding of Customer Best Practices: Knowledge of strategies to enhance customer experience and success.

      Bonus Qualifications:
      • Experience working in a startup environment
      • Familiarity with our customer's business models and common pain points
      • A deep understanding of Polycam's product and product roadmap to ensure that users are on the right track


      The salary range for this position is $80,000 - $100,000. We consider an individual's background and experience in determining the final salary; therefore, the base pay may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, financial, and other benefits and equity.


      At Polycam, we take care of our team! We offer comprehensive medical, dental, vision, and life insurance to keep you and your loved ones healthy. Enjoy additional tax advantages with our Dependent Care FSA and Health Savings Account. Planning for your future? We've got you covered with a 401(k) plan. Plus, we invest in your growth with professional development coaching services through Blossom. And to keep things exciting, we organize biannual field trips to sites across the nation!

      This job description is just the starting point! It's not an exhaustive list of every task, duty, or responsibility you'll handle. Things change, and so might your role. We'll keep you on your toes with new challenges and opportunities.
      Physical Requirements:

      This role involves extended periods of sitting at a desk and working on a computer.
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