Customer Success & Support Associate

Job Title: Customer Success Associate

Location: Gurgaon, Sector 27

Type: Full-Time

About Cosmofeed:

SuperProfile is a product innovation by Cosmofeed — the company that's been powering the creator economy since day one. We built SuperProfile because creators deserve better than juggling 5 different tools just to run their business.

We give creators everything in one place — automated DMs, lead capture, courses, coaching, digital products. No tech headaches. No hidden costs. Just one smooth system that actually works. Whether you're a fitness coach, educator, or solo expert — SuperProfile helps you grow faster and earn smarter.

Check it out: www.superprofile.bio

What's the Gig

As a CS Associate at SuperProfile, you're not just answering tickets — you're the secret weapon behind every creator's success. You'll own a portfolio of paid subscribers, keep them thriving, stop churn before it happens, and turn happy creators into die-hard fans. Think of yourself as a Key Account Manager for the coolest corner of the internet.

This role is for someone who's always three steps ahead — anticipating what creators need, solving problems before they blow up, and making every interaction feel like it actually mattered.

What You'll Be Doing

Nail the Onboarding

• Own the post-purchase journey for every new subscriber in your portfolio.
• Jump on a welcome call or walkthrough within 48 hours — cover setup, AutoDM config, product tour, and 30-day goals.
• Make sure every creator hits their first win (DM automation live, first sale, first booking) within 7 days.
• Spot subscribers who haven't set up by Day 7 and swoop in before things go sideways.

Run Your Accounts Like a Pro

• Manage a defined portfolio of paid subscribers — their success is your success.
• Do structured check-ins: monthly for standard accounts, biweekly for high-value ones.
• Track usage patterns and proactively reach out when someone's not getting the most out of the platform.
• Build real relationships — understand their business, goals, and pain points beyond just product stats.
• Keep your CRM spotless — clean, updated records for every account, always.

Fight Churn Like a Champion

• Monitor subscriber health scores daily — catch Yellow (at-risk) and Red (churn-likely) accounts before it's too late.
• Start save conversations before renewal, not after — understand why they're pulling back and come in with solutions.
• Run personalised win-back outreach for churned subscribers — thoughtful and value-driven, never generic.
• Be the creator's voice internally — flag product gaps and bugs to the team so real issues get fixed.
• Track churn reasons by category and report them back — your insights shape product and pricing decisions.

Spot the Upsell, Seal the Deal

• Identify natural upgrade opportunities — power users ready for more, accounts approaching limits, or folks who'd love an add-on.
• Lead consultative upsell conversations with the creator's goals front and centre — not a sales pitch.
• Coordinate cross-sell opportunities with the acquisition team.
• Track upsell conversion rate and expansion MRR as a core KPI — this is part of how you level up.

Be the Voice of the Creator

• Run NPS and CSAT surveys — quarterly NPS, post-onboarding CSAT for your portfolio.
• Collect qualitative feedback from every check-in call and document the themes — what's working, what's annoying, what's missing.
• Compile a monthly Voice of Subscriber report for product and leadership — real insights, not just raw data.
• Represent the subscriber's perspective in internal meetings — be the advocate in every room.

Own the Renewal Pipeline

• Proactively engage 30 days before renewal for annual subscribers, 7 days before for monthly.
• Run renewal review calls with high-value accounts — recap the value delivered, address concerns, lock in the renewal.
• Zero surprise churns. Every non-renewal should be anticipated with a documented save attempt.

What We're Looking For

• Freshers willing to work in customer success, account management and
• Excellent communicator who can hold a meaningful conversation with a creator AND a leadership team.
• Genuinely passionate about the creator economy, influencer space, or digital content.
• Proactive and organised — you stay ahead of your accounts, not behind them.
• Comfortable with CRM tools, basic data tracking, and structured reporting.
• A problem-solver with a customer-first mindset who thrives in fast-paced environments.

Why Join Us

• Fast-paced, high-energy environment with loads of learning and growth.
• Be part of a platform that's shaking up the content creation scene.
• A fun, supportive team that values creativity, initiative, and a good meme.
• Attractive incentives because hard work deserves good rewards.

Feeling spontaneous Love good ideas and good vibes You might fit right in.

Slide into our inbox: Send your application to [HIDDEN TEXT]

Call or WhatsApp us:[phone removed]

Or just walk in! Drop by for a quick chat anytime between 10:00 AM – 5:00 PM at our Gurgaon Sector 27 office.

Location:- F12/8A, Golf Course Rd, DLF Phase 1, Sector 27, Gurugram, Haryana 122009

https://ln.run/ggbiU