[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. ClearPoint Strategy is seeking a Customer Success Associate (CSA) to join their Customer Success team. The CSA will manage a portfolio of small and mid-market accounts, advising customers on strategy execution and utilizing AI-driven workflows to enhance customer engagement and success.ResponsibilitiesOwn a portfolio of small and mid-market customers end-to-end. The CSA decides how each account is structured, what the success plan looks like, when to engage, and what to recommend. The CSA is the primary point of contact and the primary decision-maker on day-to-day account strategyMake renewal and expansion recommendations. The CSA assesses account health, identifies risk and expansion signals, and makes the recommendation to leadership on renewal terms, expansion opportunities, and at-risk interventions. These recommendations directly influence revenue decisionsTriage and respond to customer support tickets. Work alongside Fin and if needed, our CSE Team, to ensure quick, accurate resolution times for our customersEvaluate customer requests. Decide when to fulfill a request, when to push back, when to redirect, and when to escalate. Customers do not always know what they need; the CSA’s job is to diagnose and advise, not to take ordersAdvise customers on strategy execution methodology. Coach customers on Balanced Scorecard, OKR, and ClearPoint best practices. Shape how the customer's leadership team runs its strategy process — the practice that drives the organization's priorities, investments, and accountabilityDesign and run customer working sessions when they add value. The CSA decides cadence, agenda, and approach based on account-specific judgment—not a fixed playbookPartner with CSMs on Enterprise and Growth accounts by leading defined workstreams: customer research, working-session prep, customer-facing materials, and analysis. The CSA owns these workstreams end-to-end — how the work is approached and what it producesDrive product adoption by deciding which features matter for each account and how to position them against the customer’s goalsDesign AI-driven workflows. Build prompts, workflows, and automations using Agency and other AI tools. decide what to keep from AI output, catch errors, and own the final work productProvide structured product feedback to Product, Sales, and Marketing as a voice of the customerContribute to internal initiatives that improve how the CS team operatesSkillsEntry Level experience in Customer Success or related fieldAbility to own a portfolio of small and mid-market customers end-to-endAbility to make renewal and expansion recommendationsAbility to triage and respond to customer support ticketsAbility to evaluate customer requests and provide appropriate responsesAbility to advise customers on strategy execution methodologyAbility to design and run customer working sessionsAbility to partner with CSMs on Enterprise and Growth accountsAbility to drive product adoptionAbility to design AI-driven workflowsAbility to provide structured product feedbackAbility to contribute to internal initiatives that improve CS team operationsStrong judgment quality in decision-makingAbility to manage time and energy effectively in a fast-paced environmentAbility to communicate clearly and effectivelyAbility to juggle multiple accounts and prioritize tasksBachelor's degree or four years of relevant experienceWorking fluency with Microsoft Office SuiteHands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, etc.)Previous coursework or experience in strategy or performance managementCustomer-facing experience, particularly in technologyBenefitsPerformance-based bonus program100% paid health insurance & dental insurance401(k) programOpen vacation policyProfessional development, training, and mentorship programsEmployee referral bonuses to encourage the addition of great new people to the teamTeam events and offsite retreatsCompany organized volunteer daysCompany OverviewSaaS management reporting software. Helps organizations grow beyond Excel to create effective reports, including the Balanced Scorecard. It was founded in 2008, and is headquartered in Boston, Massachusetts, USA, with a workforce of 11-50 employees. Its website is http://www.ClearPointStrategy.com.