Customer Engagement Associate

MeeBoss is looking for a Customer Engagement Associate to help us build stronger relationships with our business customers and end users.

This role sits at the intersection of customer engagement, customer success, product adoption, and retention. Rather than simply responding to customer inquiries, you will proactively engage with customer accounts, understand how they use MeeBoss, identify friction points and unmet needs, and help customers get more value from the product.

You will pay particular attention to onboarding, product adoption, account health, declining engagement, retention risks, and opportunities to deepen customer usage.

You will also serve as an important bridge between customers and the Product Team, ensuring that customer needs and experiences are clearly understood internally.

As MeeBoss grows, this role will evolve into a more strategic position with increasing ownership across customer engagement, account health, product adoption, retention, and customer growth initiatives.

What You’ll Do

Customer Engagement

• Build strong relationships with business customers and develop a deep understanding of how their teams use MeeBoss.
• Proactively reach out to customer accounts and end users to understand their workflows, goals, challenges, and product needs.
• Conduct customer interviews, check-ins, and follow-up conversations.
• Understand why customers adopt, continue using, expand usage of, reduce usage of, or stop using the product.
• Identify recurring customer pain points, feature requests, and usability issues.
• Translate customer conversations into clear insights for Product, Engineering, and Business teams.
• Represent the voice of the customer internally.

Product Adoption & Retention

• Help customers successfully onboard and activate on MeeBoss.
• Help customers discover and adopt features that create long-term value.
• Monitor account health and product usage to identify engagement trends.
• Identify accounts with declining engagement and proactively understand the reasons behind changes in usage.
• Identify retention risks before they become customer losses.
• Support re-engagement efforts for at-risk or inactive customers.
• Identify opportunities to deepen product usage within healthy customer accounts.
• Develop ideas and experiments that improve customer engagement, adoption, retention, and product stickiness.
• Partner with the Product Team to understand how product changes affect customer behavior and satisfaction.

Customer Experience

• Serve as a key point of contact between customer accounts and MeeBoss.
• Respond to customer questions and product-related inquiries in a timely and thoughtful manner.
• Triage customer-reported issues and coordinate with Product and Engineering when needed.
• Ensure customers receive clear follow-up when issues are resolved or relevant product improvements are released.
• Identify opportunities to improve the overall customer journey through better communication, processes, and product experiences.
• Help create a consistent customer experience from onboarding through long-term usage.

Customer Health & Insights

• Help define and track customer health signals, including activation, feature adoption, engagement, and retention indicators.
• Analyze customer behavior and engagement patterns to identify opportunities and risks.
• Surface changes in customer health before they become retention problems.
• Share recurring customer insights and trends with Product and Business teams.

What We’re Looking For

• Excellent written and verbal communication skills.
• Strong relationship-building and customer communication skills.
• Strong curiosity about customers, their businesses, and how they use products.
• Ability to listen carefully, ask good questions, and identify underlying customer needs.
• Strong analytical and problem-solving skills.
• Ability to identify patterns across customer conversations and usage behavior.
• Strong organizational skills and attention to detail.
• Comfortable working across Product, Engineering, Business, and customer-facing teams.
• Proactive mindset and willingness to take ownership of customer problems.
• Genuine interest in customer engagement, product adoption, customer experience, and retention.

Nice to Have

• Experience in customer success, customer engagement, account management, customer experience, or a related role.
• Experience working with B2B or SaaS products.
• Experience conducting customer interviews or managing customer relationships.
• Familiarity with CRM platforms such as HubSpot.
• Experience using spreadsheets, dashboards, or customer analytics tools.
• Familiarity with customer success metrics such as activation, engagement, retention, and account health.
• Experience using AI tools to improve customer operations, research, or analysis.

What Success Looks Like

Success in this role means developing strong relationships with our customers and helping them get increasing value from MeeBoss over time.

You will help us:

• Better understand how customers use MeeBoss and what they need.
• Improve customer onboarding and activation.
• Increase product and feature adoption.
• Identify changes in account health before they become retention problems.
• Re-engage customers whose usage is declining.
• Create stronger relationships between customers and MeeBoss.
• Improve the customer journey from onboarding through long-term usage.
• Increase customer engagement, retention, and product stickiness.

Over time, you will take increasing ownership of the customer engagement systems and initiatives that help MeeBoss build healthier, longer-lasting customer relationships.