Customer Success Associate
Job Title: Customer Success Associate (Entry-Level)
Department: Customer Success
Location: On-site — El Segundo, CA (Not Remote)
Company: Gurucul Solutions, LLC
Reports To: Head of Customer Experience
Salary Range (posted, base): $75,000 – $95,000
About Gurucul
Gurucul is a cybersecurity analytics company delivering Next-Gen SIEM, UEBA, Insider Risk Management, and identity/threat detection solutions. We help enterprises reduce noise, detect threats faster, and improve security outcomes using advanced analytics and AI.
Role Summary
Gurucul is seeking an entry-level Customer Success Associate to support customer onboarding, adoption, and ongoing engagement for our cybersecurity analytics platform. This role is ideal for a recent Bachelor’s or Master’s graduate who is customer-focused, organized, and eager to learn how enterprise customers operationalize security technology.
You’ll partner with Customer Success Managers, Support, Product, and Sales Engineering to help customers realize value, reduce friction, and maintain strong renewals and expansions.
Key Responsibilities
Customer Onboarding & Adoption Support
- Assist with onboarding coordination: kickoff logistics, agendas, action items, and follow-ups.
- Help customers adopt product capabilities through enablement support (basic training coordination, guides, and best-practice resources).
- Track adoption milestones and ensure progress is visible and documented.
Customer Engagement & Success Operations
- Maintain account health signals (usage/adoption notes, open items, risks, and next steps).
- Support QBR preparation: data gathering, deck inputs, meeting notes, and action tracking.
- Coordinate internal stakeholders to ensure customer needs are addressed (Support tickets, product questions, environment changes).
Issue Coordination & Escalation
- Triage customer questions to the right internal team (Support, Product, Engineering, SE) and ensure timely follow-through.
- Help drive resolution communications: summaries, next steps, timelines, and closure confirmation.
- Identify patterns (repeat issues, enablement gaps) and propose improvements to reduce friction.
Renewal & Expansion Support
- Support renewal readiness activities: usage summaries, value/impact documentation, and stakeholder mapping.
- Help gather customer success stories, outcomes, and proof points for internal and customer-facing use.
- Assist in identifying expansion opportunities (new use cases, additional modules, increased capacity) and routing them to the sales team.
- Assist in managing customer overage / billing process
Required Qualifications
- Bachelor’s or Master’s degree in Business, Communications, Information Systems, Cybersecurity, Analytics, or related field.
- Strong communication skills (written and verbal) and a customer-first mindset.
- High attention to detail and ability to manage multiple priorities and deadlines.
- Comfort with data and reporting basics (Excel/Google Sheets; ability to summarize trends).
- Ability to work on-site in El Segundo, CA and collaborate in person across teams.
Preferred Qualifications (Nice-to-Have)
- Internship or project experience in customer success, support, account management, consulting, or customer-facing roles.
- Familiarity with CRM tools (Salesforce) and ticketing systems (Jira Service Management, Zendesk, ServiceNow).
- Interest in cybersecurity / SOC operations and comfort learning technical concepts (logs, alerts, integrations).
- Experience creating customer-facing documentation or training materials.
Core Competencies
- Customer empathy with a calm, structured approach
- Strong ownership and follow-through (“no surprises”)
- Clear communicator who can summarize complex topics simply
- Highly organized: action tracking, notes, and coordination
- Collaborative partner across CS, Support, Product, and Sales
Equal Opportunity Employer
Gurucul Solutions, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.