Customer Success Associate - Ecosystem

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

At Inspectorio, the Customer Success Ecosystem team plays a critical role in ensuring our clients realize the full value of our solutions by enabling smooth onboarding, engagement, and adoption within their ecosystems. 

As a Customer Success Associate, you will support a high-volume customer portfolio with operational excellence, leveraging automation, data insights, and strong cross-functional collaboration. You’ll focus on driving scalable, repeatable processes across the Traceability product, ensuring a seamless customer journey and impactful outcomes. 

This role is ideal for someone who is passionate about customer success, thrives in dynamic environments, and is eager to grow in the SaaS space. 

What you'll do

• Manage a portfolio of Ecosystem Customer Accounts and help drive CS metrics such as GRR, NRR, Adoption, CSAT 

• Lead ecosystem onboarding activities with stakeholders internally and externally to ensure organizations’ successful login and adoption. 

• Present a company 360 view of customers’ key performance metrics and health score 

• Lead ecosystem renewal activities with necessary emails and meetings to ensure timely renewal. 

• Conduct refreshing and new feature training for ecosystem organizations to ensure smooth and deeper adoption. 

• Seek and find upsell opportunities and work with sales/expansion teams to get the deals. 

• Cross–functional collaboration to address any potential process gaps. 

• Complete quarterly OKRs and KPIs and meet defined GRR targets 

• Collecting Ecosystem organizations’ feedback about products and workflow and coordinating with stakeholders to improve them. 

• Help establish/improve processes necessary to ensure efficient and effective team operations. 

• Work with cross-departments on calibration and optimization of tools and processes. 

Qualifications

• Bachelor’s degree or higher. 

• Excellent English skills — both written and spoken 

• Proficient in MS Office and comfortable using project management tools. 

• Strong empathy and customer orientation to build trust and deliver excellent service 

• Curious, proactive, and able to analyze issues to uncover root causes and propose creative solutions 

• Effective communicator across diverse internal and external teams 

• Open-minded, willing to share, discuss, and brainstorm ideas 

• Capable of working under pressure, managing multiple projects, and meeting deadlines 

• Genuine interest in SaaS software and eagerness to learn and grow in a tech-driven environment 

• Self-starter with a proactive attitude — willing to challenge the status quo and drive improvements 

• Previous experience in customer-facing roles or the SaaS industry is preferred 

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead  the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team  events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.