Full-Time Associate Customer Success Manager

• Customer Relationship Management
  • Serve as the central point of contact for day-to-day inquiries
  • Build active and meaningful relationships with customers by understanding their goals and advocating for their needs
  • Identify and validate desired outcomes, flag potential roadblocks, and assist in creating client success plan
  • Influence customer lifetime value through increased product adoption, satisfaction and overall health
  • Deliver regular business reviews to ensure customers are achieving – and recognizing – their intended outcomes
  • Support revenue retention and growth through customer advocacy and reference-ability
• Account Monitoring and Health Tracking
  • Monitor customer health across usage, relationship quality and adoption metrics to mitigate churn risk and identify growth opportunities
  • Use tools like Gainsight and Salesforce to manage customer health scores and maintain CRM data integrity
  • Generate report and insights related to account status, customer success plans and usage metrics
• Escalation and Resolution Efficiency
  • Act as a liaison between the customer and internal support, product, or technical teams
  • Ensure timely follow-up on product issues, support tickets and feature requests
  • Document and escalate high-priority concerns to appropriate stakeholders for resolution
• Internal Collaboration
  • Collaborate cross-functionally with product, sales, onboarding and support teams to relay customer feedback and drive improvements
  • Update and contribute to team documentation, knowledge bases, and process improvements
• Renewal and Expansion Support
  • Assist and partner with the renewals team throughout contract lifecycle
  • Help identify upsell and cross-sell opportunities based on customer behavior, business needs, and product usage data

• 2+ years’ experience in a Customer Success or Account Management role
• Financial services or compliance experience a plus
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Demonstrated ability to manage and see projects through with customers
• Analytical, organized, process-oriented, and proactive mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication, presentation, and problem-solving skills

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