Implement and monitor digital touchpoints across the client journey to improve platform adoption and value realization without the need for constant direct CSM intervention.
Utilize early-warning tools and data indicators (usage, satisfaction, feedback) to identify at-risk accounts and escalate high-risk renewals to CSM Manager for timely action planning.
Perform day-to-day management of CS tools (Salesforce, Google Workspace, and asset repositories). Ensure client records are meticulous and facilitate efficient team-wide communication.
Create and deploy engaging one-to-many content (email sequences, help guides, etc.) to support client and internal awareness and identify potential expansion opportunities.
Analyze client data to identify trends, providing actionable recommendations to the VP of CS and CSM Managers on how to improve the overall client experience.
Support the implementation of workflows and automation that level up the effectiveness of the CSM team, allowing them to handle larger portfolios more efficiently.
Partner with CS Leadership to refine journey mapping and help resolve gaps in tooling or insights that hinder scalable engagement.

2–4 years of experience in Client Success, Account Management, or Sales Operations, ideally within a SaaS environment.
Tech-Savvy: Proficiency with CRM tools (Salesforce) and a strong interest in Client Success automation.
Analytical Mindset: Demonstrated ability to look at a spreadsheet or dashboard, identify a trend, and translate it into a 'next step.
Strong Communicator: Excellent writing skills with the ability to create professional, engaging content for a wide audience.
Organizational Powerhouse: Exceptional time management skills and the ability to prioritize multiple projects under pressure.
Problem Solver: A proactive 'builder' mentality-you don’t just find a gap; you propose a workflow to fix it.
Education: Bachelor’s Degree or equivalent work experience required.

Client Success Associate

Key skills