Associate Client Success Manager

IPS Group Inc.•San Diego, CA

2d•$55,000 - $65,000•Hybrid

About The Position

IPS Group is seeking an enthusiastic and customer-focused Associate Client Success Manager (ACSM) to support a portfolio of customer accounts and help ensure a positive client experience. This entry-level role serves as a primary point of contact for assigned customers while partnering closely with senior Client Success Managers to drive customer engagement, satisfaction, and retention. The ideal candidate is eager to learn, enjoys building relationships, and is passionate about helping customers achieve success. This role provides an excellent opportunity to develop customer success, account management, and relationship management skills while gaining exposure to strategic account management.

Requirements

Customer Relationship Support
Customer Engagement & Adoption
Customer Satisfaction & Retention
Service Excellence & Issue Resolution
Cross-Functional Collaboration

Responsibilities

Manage a portfolio of smaller and less complex customer accounts.
Build positive relationships with customers through regular communication and follow-up.
Serve as a day-to-day point of contact for customer questions, requests, and support needs.
Develop an understanding of customer goals and business needs.
Support customer meetings, account reviews, and engagement activities.
Conduct proactive outreach to customers through phone calls, email communications, and virtual meetings.
Assist customers with product adoption and utilization of IPS solutions.
Share educational resources, best practices, and product information with customers.
Monitor customer engagement and escalate concerns or risks as appropriate.
Support customer onboarding and training initiatives.
Help ensure customers receive timely responses and support.
Maintain regular contact with assigned accounts to strengthen customer relationships.
Identify customer concerns and partner with internal teams to resolve issues.
Support retention efforts by promoting customer engagement and satisfaction.
Escalate potential churn risks to senior team members when necessary.
Maintain ownership of customer inquiries and ensure appropriate follow-up.
Work closely with Support and Operations teams to help resolve customer issues.
Communicate clearly with customers regarding issue status and next steps.
Document customer interactions and resolutions within CRM and ticketing systems.
Ensure customer requests are routed and addressed appropriately.
Collaborate with Support, Operations, Finance, Product Management, and Sales teams to support customer needs.
Share customer feedback and insights with internal stakeholders.
Assist with onboarding, customer communications, and account maintenance activities.
Maintain accurate customer records and activity tracking within CRM systems.
Participate in team meetings, training sessions, and professional development opportunities.