Senior Customer Success Associate, Strategic Markets

This role reports directly into the Head of Strategic Markets. We're looking for a Senior Customer Success Associate to support and eventually lead accounts within our strategic markets portfolio. Strategic Markets includes a range of customer profiles, ranging in size and complexity. Customer Success at Caribou combines consulting, project management, analytics, training, and marketing to care workers. The role is varied and the learning curve is significant.

This is a fit if you're hyper-organized, a strong communicator, highly empathetic, and want to drive results in a customer-facing role. You can work independently and with a team, and you're energized by ambiguity. Experience in consulting, healthcare, account management, or customer success is a plus, but empathy and commitment to your customers matter more.

• →Support Strategic Markets CSMs and the Head of Strategic Markets in servicing a portfolio of enterprise accounts
• →Build decks and materials, and lead standard customer calls
• →Onboard new customers, drive adoption, and manage change throughout implementation
• →Deliver product training and coaching across the customer lifecycle
• →Monitor usage and engagement metrics, and recommend ways customers can get more value from the product
• →Triage and project manage customer issues to resolution
• →Partner with teams across Caribou to solve customer problems and unlock value
• →Help build and iterate on our enterprise customer success playbook

Success is measured by customer health scores, portfolio net revenue retention, and implementation outcomes.

• 2+ years professional work experience (customer-facing roles, managing relationships in consulting, high-growth startups, or home care/healthcare a plus)
• Track record of driving results with customers and teammates
• Strong problem-solver who can navigate ambiguity and find practical solutions
• Excellent written and verbal communication
• Highly organized with sharp attention to detail and the ability to juggle priorities
• Low ego, strong work ethic, and able to learn independently
• Genuinely motivated by Caribou’s mission

Nice to have: SaaS lifecycle knowledge, comfortable analyzing data