Associate Customer Success Manager - 62441990912

Somewhere•LATAM / South Africa, LA

About The Position

We are a rapidly growing U.S.-based, AI-powered platform that helps post-sale revenue teams — customer success, account management, and sales — understand where their time is going, which accounts need attention, and where expansion opportunity exists. We work with a growing portfolio of enterprise SaaS companies and are building the function and infrastructure to scale. We are early-stage. The people here take ownership seriously, move fast, and care about the quality of what they put in front of customers. We operate by five principles: Hard Truths, Good Hearts. Move Fast, Leave a Trail. The Customer Knows Something You Don't. Adults Don't Need Rules. Be a Multiplier, Not a Hero. If that's an environment where you do your best work, we want to hear from you.

Requirements

A genuine orientation toward customer relationships. You find it energizing to understand what a customer needs and make sure they get it.
Strong written and verbal communication. You can run a business review, write a sharp follow-up, and handle a difficult client conversation with the same level of composure.
Ownership mentality. Your accounts are your responsibility; you don't wait to be told something is off.
Organizational rigor. Multiple accounts, competing priorities, nothing falling through the cracks.
Intellectual curiosity. You learn the product quickly, ask good questions, and can explain what you've learned clearly to someone who isn't technical.
Comfort with ambiguity. You're energized by the opportunity to figure things out, not paralyzed by the absence of a playbook.

Nice To Haves

Prior experience in a customer-facing SaaS role: CS, professional services, account management, implementation, or similar
Familiarity with AI tools as part of everyday work — curiosity and some hands-on exposure
Experience in an early-stage or high-growth environment where the process is still being built
Comfort working alongside technical teams. You can hold a productive conversation with an engineer and translate what comes out of it for a non-technical audience

Responsibilities

Own the full customer lifecycle for a defined book of accounts — onboarding, adoption, renewal, and expansion
Serve as the primary point of contact for every customer in your portfolio; build relationships that extend beyond a single stakeholder
Monitor account health continuously and act on signals early, before disengagement becomes a risk
Independently lead regular touchpoints with customers: check-ins, business reviews, and renewal conversations that are substantive, well-prepared, and add genuine value
Surface expansion opportunities within your portfolio and bring them forward with enough context to act on
Lead onboarding for new accounts in your portfolio, ensuring customers get to value quickly and understand how to use the platform effectively
Develop a working knowledge of the product deep enough to answer most questions directly, guide customers through core workflows, and identify where adoption is stalling
Build and maintain resources that help customers get more out of the platform independently and that reduce the repetitive back-and-forth that slows everyone down
Track adoption metrics across your portfolio and use them to guide your outreach and prioritization
Triage inbound issues from your accounts, distinguishing between what you can resolve directly and what requires escalation to engineering or data operations
Manage the customer-facing communication through the lifecycle of any open issue, setting expectations, providing updates, and closing the loop in a way that maintains trust
Identify patterns in recurring issues and flag them as product or enablement gaps, not just individual tickets to close