Customer Success Associate

Job Description

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Business Area: Professional Services

Seniority Level: Associate

• Track and manage product bugs and enhancements using JIRA, Gainsight, and internal dashboards.
• Collaborate cross‑functionally with Product Management, Engineering, and Support to validate ticket statuses and resolution plans.
• Maintain internal Customer Success dashboards and trackers that summarize customer-impacting issues for executive visibility.
• Assist senior CSMs and CDEs in preparing customer-facing updates and executive summaries for critical accounts.
• Support Success Plan hygiene within Gainsight to ensure CTAs, RAG health scores, and customer notes are current.
• Liaise with Support and Product teams to verify the progress of escalations and follow through to resolution.
• Develop foundational understanding of Cloudera’s product portfolio to contextualize technical issues.
• Identify trends across tickets and support cases to help prioritize product improvements.
• Contribute to continuous process improvement and automation opportunities.

• 1–3 years of experience in Customer Success, Technical Support, or Product Operations (internship experience considered).
• A technical mindset with proficiency in JIRA, Salesforce, Gainsight, Excel, and familiarity with SQL or data visualization tools.
• Understanding of software development life cycles (SDLC) and agile release management practices.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Excellent written and verbal communication skills for summarizing complex technical topics clearly.
• Curiosity and willingness to learn Cloudera’s technology stack, including data architectures and AI/ML workflows.
• Demonstrated ability to collaborate across teams with both technical and business stakeholders.
• Analytical thinking and comfort interpreting datasets, logs, and structured feedback.
• A proactive, self‑starter attitude—comfortable working both independently and as part of a global team.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field preferred.

The Customer Success Associate role serves as a launchpad into Cloudera’s Customer Success career track, with the opportunity to grow into roles such as Customer Success Manager (CSM), Technical Account Manager (TAM), or Customer Delivery Executive (CDE). Associates gain exposure to enterprise customers, product lifecycle management, and cross‑functional collaboration, positioning them for future advancement into more senior roles.

• Comprehensive onboarding and mentorship from experienced CS and Product leaders.
• Continued technical training in Cloudera products, Gainsight, and data management concepts.
• Support for career development through Cloudera’s learning and certification programs.
• Flexible work environment, generous PTO, and wellness programs.
• Opportunities to participate in internal innovation and cross‑departmental projects.
• Generous PTO Policy
• Support work life balance with Unplugged Days
• Flexible WFH Policy
• Mental & Physical Wellness programs
• Phone and Internet Reimbursement program
• Access to Continued Career Development
• Comprehensive Benefits and Competitive Packages
• Paid Volunteer Time
• Employee Resource Groups