Customer Success Agent

About the role

Gotransverse is a leading SaaS platform for subscription billing and revenue management, helping enterprises around the world automate complex billing operations at scale. As we grow our customer base, we are looking for a Customer Success Agent who is passionate about driving customer outcomes, comfortable working with data, and skilled at building long-term relationships with enterprise clients.

In this role, you will serve as a key point of contact for a portfolio of customers. You will combine strong analytical capabilities with clear communication to help customers get maximum value from the Gotransverse platform.

What you'll do

• Own post-implementation customer relationships across a portfolio of accounts, serving as the primary point of contact for day-to-day needs and strategic guidance.
• Drive product adoption by understanding customer business processes and recommending best practices and solution strategies.
• Conduct regular business reviews, presenting data-driven insights and progress against customer goals.
• Monitor customer health scores, usage trends, and risk signals — proactively addressing churn risks and escalating where needed.
• Partner with Sales on renewal and expansion opportunities.
• Collaborate cross-functionally with Product, Engineering, and Support to advocate for customer needs and coordinate issue resolution.
• Develop and maintain customer-facing documentation, reports, and use case records.
• Contribute to the improvement of internal CS processes, playbooks, and reporting frameworks.

Qualifications

• Bachelor's or Master's degree in Computer Science, Engineering, Finance, Accounting, Business Administration, or a related field, or equivalent practical experience.
• Proficiency in SQL for data extraction and analysis — ability to write and interpret queries independently.
• Advanced Microsoft Excel skills; strong PowerPoint/presentation skills.
• Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, or similar).
• Ability to translate complex technical concepts for both technical and non-technical audiences.
• Strong project and time management skills — able to manage multiple concurrent accounts and initiatives.
• Exceptional written and verbal communication skills, including the ability to navigate difficult customer conversations with confidence and composure.
• Experience scoping and estimating effort for customer projects with appropriate risk awareness.

Nice to Have

• Familiarity with subscription billing, revenue recognition, or financial operations.
• Gainsight or similar CS platform certification.
• Experience working with enterprise-level accounts.

Work Arrangement

Hybrid work model available. This position requires regular presence in our Austin, TX office combined with the flexibility to work remotely from home.