Customer Success Associate

Job Description

Role Overview: As an Associate Customer Success Manager, you’ll be the primary point of contact for a portfolio of clients, while also supporting senior team members on key accounts. You’ll guide clients through onboarding, ensure smooth product adoption, and act as a strategic partner in helping them achieve their goals. In this role, you’ll work closely with the Lead Customer Success Manager to assist with day-to-day operations across client accounts, while also collaborating with internal teams to remove roadblocks and continuously improve the customer experience. Key Responsibilities Assist the Success Lead in managing key client accounts and day-to-day coordination Manage a portfolio of customers to drive onboarding, adoption, and retention Conduct onboarding sessions, product training, and ongoing check-ins Create and deliver ad hoc PowerPoint presentations for onboarding, QBRs, and internal updates Monitor customer health scores and proactively address risks or roadblocks Gather and analyze customer data to create meaningful reports and dashboards Serve as the voice of the customer — collect feedback and work cross-functionally to implement improvements Identify upsell/cross-sell opportunities and collaborate with sales when required Maintain organized documentation, trackers, and internal records to ensure smooth execution and visibility Requirements 2+ years of experience in a Customer Success or Account Management role at a product company (preferably B2B SaaS) Strong verbal and written communication skills with a rich vocabulary and professional tone Ability to create impactful PowerPoint decks for client onboarding, reviews, and internal debriefs Proficient in Excel/Google Sheets — skilled in creating reports and analyzing customer data Strong problem-solving and strategic thinking abilities; able to see the bigger picture while managing details Highly organized and process-oriented, with excellent time management skills Comfortable working across teams (product, design, support, sales) to advocate for customers Self-motivated, resourceful, and always focused on delivering value Show more Show less