Company Overview Captura is a workflow and ecommerce platform provider built for professional photographers, uniting industry-leading products and expertise from Fotomerchant, ImageQuix, Photolynx, Skylab, Studio Ninja, and Capturelife. With a focus on delivering customer-centric tools that simplify processes and increase efficiency, Captura is dedicated to helping photographers make more revenue, time, and opportunity through innovative technology solutions.
Working for Captura means being a part of an innovative, dedicated, and fast-growing global team where the opportunity for impact, career growth, and learning are embedded in our culture. We are excited to come to work every day and seek team members who are enthusiastic, value collaboration, have ideas to share, and want to continuously grow with our customers.
Position Summary We are looking for a customer-obsessed
Customer Success Associate who thrives on delivering exceptional experiences, fostering long-term relationships, and driving product adoption through every stage of the customer journey. You'll play a critical role in supporting our Customer Success team to ensure onboarding is seamless, engagement is high, and customers are set up to grow and succeed on our platform.
In this role, you'll collaborate cross-functionally to optimize customer touchpoints, resolve issues efficiently, and contribute to programs that improve retention and satisfaction. You bring a proactive mindset, strong communication skills, and a passion for helping customers unlock value. This is a fast-paced, mission-driven environment where your contributions will have a direct impact on customer outcomes and long-term business success.
This position will report to the Customer Success Manager Pod Lead.
Responsibilities- Support Customer Success Managers in managing a portfolio of key accounts by maintaining accurate records, preparing reports, and tracking key performance metrics.
- Help onboard new customers by coordinating setup activities, scheduling training sessions, and guiding users through best practices.
- Act as a liaison between customers and internal teams, escalating issues to appropriate stakeholders (Sales, Product, Technical Success, Marketing) and following through on resolutions.
- Assist in preparing business review presentations, financial performance summaries, and usage reports that demonstrate product value and support renewal conversations.
- Monitor account health indicators and assist in identifying risks or opportunities related to product adoption, retention, and customer satisfaction.
- Collaborate on customer outreach campaigns and support cross-sell and upsell initiatives through timely communication and data support.
- Coordinate internal efforts for customer escalations and ensure timely resolution of support issues in partnership with support and product teams.
- Contribute to customer advocacy efforts, collecting feedback and sharing insights to help improve products and services.
- Assist with documentation and process improvement efforts to optimize the Customer Success workflow.
Qualifications and Requirements- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 1-2 years of experience in a customer-facing role such as Customer Success Associate, Account Coordinator, or Support Representative-ideally in a SaaS business model.
- Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
- Excellent written and verbal communication skills; comfortable communicating with various stakeholders including internal teams and external customers.
- A proactive attitude with a strong desire to learn and grow within the Customer Success field.
- Passion for delivering excellent customer experiences and a hospitality-driven mindset.
- Familiarity with tools such as Salesforce, JIRA, Tableau, and MS Office Suite is a plus.
- Interest in ecommerce, digital marketing, and product performance analytics is desirable.
Why Join Us We firmly believe our differences make us collectively stronger. At Captura, we are committed to building a team diverse in background and experience.
We recognize diversity as the presence of differences, including race, gender, religion, sexual orientation, ethnicity, nationality, socioeconomic status, language, (dis)ability, age, religious commitment, and political perspective. Diversity also encompasses differences in principles, values, thoughts, and beliefs.
We believe our culture is also rich in opportunities for growth and experience.
ImageQuix is an equal opportunity employer that considers all applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Benefits:- Amazing colleagues
- Dog-friendly office
- Hybrid work schedule (Tues, Wed, Thurs in office) at our offices in Raleigh and Vancouver
- Innovative work environment with resources to bring ideas to fruition
- 100% employer-covered health, dental, and vision benefits for employee and family
- Discretionary/ unlimited PTO
- 10 paid holidays
- 1 floating holiday
- 401(k) with 4% match
- Employee engagement program and perks
- Lunches, happy hours, snacks, and many events throughout the year