Customer Success Associate

About the job

Who We Are

Chariot is building an operating system for the moving experience, starting with the leading modern all-in-one software platform for moving company management.

Moving is a universal life event with a massive economy built around helping people and businesses transport their belongings and settle into their new space. It’s also one of life’s most painful, stressful, and expensive experiences. Moving companies (~$30B US industry) quarterback this experience and lack the tools to change it. Instead, they’re drowning in the work required to run a very complicated sales and field service operation.

Chariot addresses this problem with an all-in-one software platform that helps moving companies boost sales conversions, automate admin work, improve customer service, and optimize performance. Over time we will use this platform to revolutionize the moving experience from start to finish for customers and stakeholders across the industry.

Our founding team brings experience from Google, Flatiron Health, Cedar, Bain & Company, Bridgewater, Fivetran, and Teachable. We're backed by venture capital investors, co-founders of successful vertical SaaS companies, and advised by expert moving company operators nationwide.

PLEASE NOTE:

• This role is remote or hybrid if located in the NYC metro
• This role will also require after-business hours and weekend coverage for our Help Desk, one week per month.

What You'll Do

The Customer Success Associate will play a critical role in scaling Chariot’s hands-on, high-quality customer experience. You’ll work closely with the Head of Customer Success and our Product Support Specialist to support onboarding, manage support workflows, improve billing and payment processes, and proactively engage customers to drive retention and growth.

This is a high-ownership role on a small team with a clear path toward growing into a Customer Success Manager.

Payments & Billing Experience

• Manage PCI compliance tracking and follow-up
• Support customers with failed payments, disputes, and chargebacks
• Coordinate internally with leadership when escalation is needed
• Improve workflows and documentation around billing and payment-related issues

Customer Health / Growth

• Review customer health metrics weekly
• Identify accounts with declining usage or incomplete onboarding
• Execute proactive outreach campaigns
• Track and report trends in customer engagement
• Identify customers eligible for quarterly-to-annual plan conversion
• Surface upsell opportunities in collaboration with Sales
• Request reviews from satisfied customers
• Help operationalize retention and expansion initiatives

Support & Help Desk

• Respond to customer questions via help desk with fast SLAs
• Triage product questions and escalate appropriately while maintaining customer ownership
• Participate in after-hours and weekend on-call rotation
• Identify recurring issues and contribute to improved documentation and internal processes

Onboarding & Training Support

• Shadow onboarding and training calls
• Support onboarding follow-ups and setup tasks
• Over time, run onboarding sessions for smaller or standardized accounts

Who You Are

Experience

• 1–3 years in customer success, customer support, or another customer-facing role within a SaaS or technology company
• OR
• Experience working in the moving industry, ideally in a management,, or operations-focused role

In addition, you:

• Are an excellent communicator — clear, professional, and confident in both written and verbal conversations
• Have exposure to payment systems, billing workflows, chargebacks, disputes, or PCI compliance processes — and are comfortable navigating customer conversations around money
• Are highly organized and detail-oriented, with strong follow-through
• Are comfortable handling sensitive billing or payment-related conversations
• Are a strong problem solver who knows when to escalate and when to take ownership
• Able to manage multiple workflows in a fast-paced startup environment
• Are excited to deeply learn a complex product and become an expert in how moving companies operate
• Are interested in growing into a Customer Success Manager role over time

Bonus Points:

• Experience at a startup
• Experience with B2B SaaS products
• Experience supporting SMB customers (in the moving industry or another “blue-collar” industry)
• Familiarity with help desk systems (Zendesk, Intercom, etc.)
• Experience with Airtable

Compensation

• Salary: $55-75K + equity
• Unlimited vacation
• Medical, dental, and vision insurance with comprehensive benefits
• 401(K)
• WFH equipment budget
• Opportunities to visit our HQ in NYC