Customer Success Associate (CSA)
Location:
Bangalore
Employment Type:
Full-Time
Experience:
24 Years
Competency Level:
Foundational Customer Success Execution
Reports To : Customer Success Manager / Senior Customer Success Manager
About Mojro
Mojro is a leading AI-powered logistics optimization and visibility SaaS platform helping enterprises across
FMCG, Dairy, Pharma, Paints, Retail, CEP and Manufacturing streamline complex transportation planning and supply chain operations.
As our Customer Success organization scales, we are building a team that doesn't just manage accounts but proactively drives customer outcomes, adoption and long-term value realization. Every hire at this stage helps define how the function works.
The Role
This is your launchpad.
As a Customer Success Associate, you are the operational engine behind account health the one who keeps data clean, dashboards accurate, adoption metrics moving, action items closed, and customers feeling genuinely supported. You work closely with Customer Success Managers and the Senior Customer Success Manager to ensure accounts are tracked, monitored and flagged proactively.
You are the operational execution partner to the Customer Success team, ensuring customers receive consistent, proactive engagement while enabling CSMs to focus on strategic account management and customer outcomes. You will learn the craft of enterprise customer success from the inside out.
Key Responsibilities
Foundational Analytics & Health Tracking
Monitor and maintain Customer Health Score dashboards across the portfolio tracking product usage, login activity, adoption metrics and engagement signals
Build and update weekly and monthly adoption reports for CSMs and customers with clean, accurate data
Generate reactive insights when anomalies or dips are identified surface the story behind the numbers, not just the numbers
Maintain CRM hygiene keep HubSpot/Salesforce account data, contact records and activity logs up to date
Execution & Coordination
Own the action-item tracker for assigned accounts capture commitments from every customer interaction and chase them to closure
Prepare meeting inputs for CSMs ahead of reviews usage snapshots, open issues, pending actions and talking points
Coordinate training sessions, refreshers and enablement activities with customer teams
Follow up internally with Product, Engineering, Support and Implementation teams to keep customer commitments moving
Customer Support & Onboarding Assistance
Support CSMs in customer onboarding activities scheduling sessions, preparing training materials and coordinating with Implementation teams on timelines
Conduct product orientation sessions for end-users and operations teams at customer sites, virtually or in person
Serve as the first point of contact for day-to-day customer queries resolving Tier 1 issues and escalating Tier 2/3 with full context to CSMs or Support teams
Track and follow up on open support tickets and escalations to ensure SLA compliance
Engagement & Relationship Support
Assist CSMs in preparing QBR decks, ROI reports and customer-facing presentations with data pulled and formatted accurately
Maintain stakeholder mapping documents tracking key contacts, their roles, sentiment and engagement levels within each account
Send regular check-in communications to operational-level contacts to maintain engagement cadence
Prepare renewal data packs adoption trends, value delivered, open risks for the CSM ahead of renewal conversations
Risk & Churn Signal Identification
Flag early churn risk signals declining usage, low login rates, unresolved tickets or disengaged contacts to the CSM immediately
Maintain the at-risk account tracker and help document action plans for at-risk accounts
Documentation & Knowledge Building
Document product FAQs, how-to guides and training content to build the internal knowledge base
Log customer feedback, feature requests and recurring pain points to share with Product teams
Contribute to playbooks and SOPs as the Customer Success function matures
Who You Are
Education
Bachelor's degree in Business, Engineering, Information Technology, Supply Chain or a related field from a reputable institution
Experience
24 years of experience in Customer Success, Account Coordination, Support Operations, Business Analysis or a related customer-facing role
Experience working with a B2B SaaS platform is a strong plus
Any exposure to logistics, supply chain, dairy or FMCG operations is an advantage
Skills
Analytical:
strong Excel/Google Sheets, KPI tracking, business reporting, CRM management, comfort with dashboards and usage data
Communication:
clear, structured written updates and the confidence to run a training or walkthrough with customer operations teams
Languages:
business English is essential. Additional proficiency in Hindi, Tamil or Kannada is advantageous when working with operations teams across India
Behavioural:
high ownership, strong follow-through, structured thinking, customer-first mindset, and the persistence to chase people until something is closed
Growth Path
This role is the entry point into Mojro's Customer Success ladder
CSA
Senior CSA
Customer Success Manager
Senior Customer Success Manager. Progression is based on demonstrated ownership rather than time served.
Support multiple accounts with minimal supervision
Drive adoption initiatives independently and close them end to end
Consistently surface risks and insights before they are asked for
Learn more at mojro.com
Bangalore
Employment Type:
Full-Time
Experience:
24 Years
Competency Level:
Foundational Customer Success Execution
Reports To : Customer Success Manager / Senior Customer Success Manager
About Mojro
Mojro is a leading AI-powered logistics optimization and visibility SaaS platform helping enterprises across
FMCG, Dairy, Pharma, Paints, Retail, CEP and Manufacturing streamline complex transportation planning and supply chain operations.
As our Customer Success organization scales, we are building a team that doesn't just manage accounts but proactively drives customer outcomes, adoption and long-term value realization. Every hire at this stage helps define how the function works.
The Role
This is your launchpad.
As a Customer Success Associate, you are the operational engine behind account health the one who keeps data clean, dashboards accurate, adoption metrics moving, action items closed, and customers feeling genuinely supported. You work closely with Customer Success Managers and the Senior Customer Success Manager to ensure accounts are tracked, monitored and flagged proactively.
You are the operational execution partner to the Customer Success team, ensuring customers receive consistent, proactive engagement while enabling CSMs to focus on strategic account management and customer outcomes. You will learn the craft of enterprise customer success from the inside out.
Key Responsibilities
Foundational Analytics & Health Tracking
Monitor and maintain Customer Health Score dashboards across the portfolio tracking product usage, login activity, adoption metrics and engagement signals
Build and update weekly and monthly adoption reports for CSMs and customers with clean, accurate data
Generate reactive insights when anomalies or dips are identified surface the story behind the numbers, not just the numbers
Maintain CRM hygiene keep HubSpot/Salesforce account data, contact records and activity logs up to date
Execution & Coordination
Own the action-item tracker for assigned accounts capture commitments from every customer interaction and chase them to closure
Prepare meeting inputs for CSMs ahead of reviews usage snapshots, open issues, pending actions and talking points
Coordinate training sessions, refreshers and enablement activities with customer teams
Follow up internally with Product, Engineering, Support and Implementation teams to keep customer commitments moving
Customer Support & Onboarding Assistance
Support CSMs in customer onboarding activities scheduling sessions, preparing training materials and coordinating with Implementation teams on timelines
Conduct product orientation sessions for end-users and operations teams at customer sites, virtually or in person
Serve as the first point of contact for day-to-day customer queries resolving Tier 1 issues and escalating Tier 2/3 with full context to CSMs or Support teams
Track and follow up on open support tickets and escalations to ensure SLA compliance
Engagement & Relationship Support
Assist CSMs in preparing QBR decks, ROI reports and customer-facing presentations with data pulled and formatted accurately
Maintain stakeholder mapping documents tracking key contacts, their roles, sentiment and engagement levels within each account
Send regular check-in communications to operational-level contacts to maintain engagement cadence
Prepare renewal data packs adoption trends, value delivered, open risks for the CSM ahead of renewal conversations
Risk & Churn Signal Identification
Flag early churn risk signals declining usage, low login rates, unresolved tickets or disengaged contacts to the CSM immediately
Maintain the at-risk account tracker and help document action plans for at-risk accounts
Documentation & Knowledge Building
Document product FAQs, how-to guides and training content to build the internal knowledge base
Log customer feedback, feature requests and recurring pain points to share with Product teams
Contribute to playbooks and SOPs as the Customer Success function matures
Who You Are
Education
Bachelor's degree in Business, Engineering, Information Technology, Supply Chain or a related field from a reputable institution
Experience
24 years of experience in Customer Success, Account Coordination, Support Operations, Business Analysis or a related customer-facing role
Experience working with a B2B SaaS platform is a strong plus
Any exposure to logistics, supply chain, dairy or FMCG operations is an advantage
Skills
Analytical:
strong Excel/Google Sheets, KPI tracking, business reporting, CRM management, comfort with dashboards and usage data
Communication:
clear, structured written updates and the confidence to run a training or walkthrough with customer operations teams
Languages:
business English is essential. Additional proficiency in Hindi, Tamil or Kannada is advantageous when working with operations teams across India
Behavioural:
high ownership, strong follow-through, structured thinking, customer-first mindset, and the persistence to chase people until something is closed
Growth Path
This role is the entry point into Mojro's Customer Success ladder
CSA
Senior CSA
Customer Success Manager
Senior Customer Success Manager. Progression is based on demonstrated ownership rather than time served.
Support multiple accounts with minimal supervision
Drive adoption initiatives independently and close them end to end
Consistently surface risks and insights before they are asked for
Learn more at mojro.com
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