Customer Success Associate (CSA)

The Company

Our mission is to make education affordable by helping institutions increase alumni giving. Almabase was born out of our founders’ experiences as students struggling with limited scholarships.

To understand our purpose and vision, you can watch this TEDx talk by Kalyan.

We are a bootstrapped company and have grown into a leader in the alumni software space in the US. With our strategic partnership with Blackbaud, we are on an accelerated path to becoming market leaders.

Our customers are universities and high schools, primarily in the US. We work closely with their alumni relations and fundraising teams to help them “Engage more alumni and raise more money from them.”

While 90% of our customers are US-based, we are expanding into the UK and Canada as well.

Our team operates from India (Bangalore) and the US (remote).

The Opportunity

Almabase is looking to hire a Customer Success Associate who is eager to learn, passionate about helping people, and excited to build expertise in SaaS and customer support.

This role is perfect for someone just starting their career who wants exposure to customers, product, engineering, and customer success teams - all at once.

Why this role is great for freshers

• You’ll learn our product deeply.

• You’ll work with customers with different levels of technical abilities, improving your communication and problem-solving skills.

• You’ll gain clarity on multiple career paths: Customer Success, Product, Onboarding, Support Operations, etc.

• You'll be part of a close-knit team that is both the voice of the customer internally and the face of the company externally.

This is a high-learning, high-growth role where you’ll be trained, mentored, and supported from day one.

Work Timings

You will support US educational institutions, so you will work:

6:30 PM to 3:30 AM IST

You’ll also be part of the Critical Support rotation (one week a month), with additional incentives.

Key Responsibilities

We do not expect you to know everything on day one. You will be trained on all workflows and the product. Over time, you will take on:

Understanding & Resolving Customer Questions

• Taking ownership of customer conversations via chat or email.

• Understanding the customer’s issue clearly and providing accurate solutions.

• Learning the product features and using that knowledge to guide customers effectively.

• Being both reactive (answer what is asked) and proactive (suggest best practices).

• Reproducing issues, identifying the root cause, and collaborating with engineering when needed.

• Sharing customer feature requests with the Product team.

Enhancing Customer Experience

• Following SOPs to manage support requests efficiently.

• Resolving queries within defined SLAs (with training and support).

• Suggesting improvements to product workflows or customer experience.

• Creating short videos, best practice tips, or alternative solutions.

• Keeping customers updated until an issue is fully resolved.

• Supporting Customer Success Managers whenever needed.

Must-Haves

1. Strong communication skills, especially writing - clear, polite, and precise.

2. Problem-solving mindset, curiosity to understand issues and find solutions.

3. Ability to learn quickly, especially SaaS products and tools.

4. Ownership - you take responsibility seriously and follow things through.

5. Self-motivated - proactive in learning and taking on challenges.

Good-to-Haves

(Not mandatory - we will train you.)

1. Basic familiarity with tools like Google Suite, Slack, Notion, Intercom, etc.

2. Any internship or project where you worked with customers or software.

3. Interest in SaaS, customer service, or product-led companies.

What Your First Year Will Look Like

First Month

• Learn about the higher education and alumni fundraising space.

• Understand how the Customer Support team contributes to Almabase.

• Get clarity on support KPIs and how success is measured.

• Meet people from all functions and understand cross-team workflows.

• Start responding to simple customer queries with guidance.

• Build comfort with product, tools, and internal processes.

By the 3rd Month

• Understand how each team functions and how to collaborate with them.

• Have strong knowledge of at least one product area.

• Resolve customer queries independently for that area.

• Shadow 8–10 customer calls to observe communication best practices.

By the 6th Month

• Take full ownership of customer conversations end to end.

• Have deep knowledge of multiple product features.

• Update or create help documentation.

• Suggest improvements for internal processes and customer experience.

• Own specific KPIs like CSAT, CES, and response SLAs.

• Participate in conversations around product improvement.

1-Year Mark

• Lead support initiatives for the next year.

• Help define strategies to achieve SLAs and CSAT goals.

• Work closely with the Director of Customer Services on team-wide improvements.

• Mentor and support newer team members.

• Contribute to hiring efforts for the support team.

Benefits

Strong Culture

A team you will enjoy working with collaborative, transparent, and growth-focused.

Transparency & Trust

High ownership and autonomy from day one.

Competitive Salary

Compensation suitable for freshers, with opportunities for fast growth.

Work–Life Balance & Fun

Team sports, game nights, trivia, and celebrations throughout the year.