Posted today
About Us:
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About Our Client:
Our client is a global cybersecurity company that makes it simple to rapidly and reliably back up and recover data, protecting businesses from data loss.
About the Role:
Join our US client on their mission to make data recovery simple and reliable for every customer. We are looking for a Customer Success Associate to be the first point of contact for commercial and account questions from the company's global customer base outside the CSM-assigned portfolio.
You will resolve contract, invoice, usage, and storage questions, handle mid-market renewals as they come in, and manage offboarding cleanly and consistently. This is a hands-on, high-volume role for someone who likes solving problems quickly and accurately, and who wants to grow a career in customer success. This role reports to the Manager of Customer Success.
Note: This is a remote, contractor role.
Key Responsibilities:
Own the CS queue in Zendesk and inbound calls for customer questions on contracts, invoices, usage, storage quotas, and overages.
Research answers across Salesforce, NetSuite/SuiteBilling, and the company's backup platforms, and explain them in plain language.
Process routine account changes: billing contacts, PO updates, plan or quota adjustments, and credit or adjustment requests within approved limits.
Partner with Finance on billing disputes and with Support on cases that are partly technical.
Handle mid-market renewals as customers reach out: answer renewal questions, prepare quotes, manage contract paperwork, and close.
Review usage and storage trends on each renewal to right-size the plan and spot upsell opportunities.
Keep renewal dates, status, and notes current in Salesforce and ChurnZero.
Process cancellation requests end to end: confirm notice terms, capture the reason for leaving, coordinate data retention or return, and confirm final billing.
Offer a save conversation where appropriate and route serious save opportunities to leadership.
Keep account records accurate across Salesforce, ChurnZero, and NetSuite, and document recurring questions by building macros, templates, and FAQ content.
What We're Looking For:
1–3 years of experience in customer support, account management, billing operations, or inside sales, ideally at a SaaS or managed services company.
Comfort reading contracts and invoices and explaining usage-based billing clearly.
Clear, friendly phone and written communication with a global customer base.
Organized follow-through across a high volume of tickets and renewal dates.
Working knowledge of a CRM (Salesforce preferred) and a ticketing tool (Zendesk preferred).
Proficient English level.
Nice to Have:
Experience with ChurnZero or another CS platform.
Familiarity with backup, disaster recovery, or IT infrastructure concepts (storage, retention, cloud).
Renewals or quota-carrying experience, or international billing experience (multiple currencies, VAT/GST, regional contract terms).
Strong Excel or Google Sheets skills.
Perks – What's in It for You?
Competitive compensation in US dollars.
3 weeks of PTO.
11 local holidays.
Excellent and dynamic work environment.
Career development opportunities.