Associate Customer Success Manager

SurePoint Technologies Inc.•Austin, TX

5d•Hybrid

About The Position

The Associate Customer Success Manager is responsible for building and maintaining strong relationships with customers. This role serves as a primary point of contact and trusted advisor, proactively guiding customers to achieve their business goals through effective use of our solutions. The Associate CSM anticipates customer needs, identifies opportunities for growth and optimization, and leverages data and AI-driven insights to deliver measurable value. This role focuses on driving adoption, improving customer outcomes, and ensuring consistently proactive, high-quality customer experience. This role reports to the Manager of Customer Success and is based in Austin, Texas, with a hybrid work schedule.

Requirements

1-3 years of experience in customer success, customer service, sales support, training, or a related field
Problem-solving mindset with a proactive and solution-oriented approach to customer engagement
Strong communication and interpersonal skills, with the ability to build rapport with customers
Organizational and time management skills, with the ability to handle multiple priorities
Experience in SaaS environments and familiarity with CRM tools (e.g., Salesforce)
Willingness to learn quickly, adapt to change, and grow within the role
Ability to manage day-to-day responsibilities independently while knowing when to seek guidance
Hands-on experience using AI chat tools (e.g. ChatGPT, Claude, CoPilot) for research, drafting, or problem-solving – not just familiarity, actual regular use
Curiosity and eagerness to learn and adopt emerging AI technologies
Ability to travel occasionally as needed
Ability to interpret data and translate insights into actionable recommendations for customers

Nice To Haves

Knowledge of the legal industry is a plus

Responsibilities

Serve as the main point of contact for customers, handling escalations and coordinating with other teams within the organization to address complex issues.
Support customers through the onboarding phase, helping them understand product features, and escalating questions to senior team members as needed.
Act as a customer advocate within the company, conveying customer feedback, suggestions, and concerns to relevant teams to drive product/service improvements.
Deliver a consistently high-quality customer experience across all touchpoints, as measured by CSAT/NPS feedback.
Performance will be evaluated against defined activity and outcome metrics (e.g., touchpoint completion, adoption/usage trends, response times, CSAT/NPS).
Proactively schedule and maintain a regular touchpoint cadence with assigned accounts, with increased engagement frequency ahead of renewal periods or when health indicators signal risk.
Conduct webinars, process audits and workshops to drive adoption and optimize product usage.
Use usage and support data (e.g. Pendo, case trends) to proactively flag at-risk accounts and emerging issues before they escalate.
Partner with the Account Managers on account plans to retain customers and reduce churn.
Support retention efforts through proactive engagement and value demonstration.
Apply AI tools to improve efficiency in customer communications and leverage data insights to improve the customer experience.
Maintain a strong understanding of industry trends, customer needs, and the competitive landscape through customer interviews, user groups and other engagements.