Client Success Associate - SaaS Software
About The Position
As a Client Success Associate for our SaaS software products (non-IT or Marketing), you will play a key support role within the Client Success organization, helping ensure our customers receive an exceptional experience throughout their lifecycle. This position partners closely with Client Success Managers to support customer retention, engagement, renewals, and overall client satisfaction. The ideal candidate is highly organized, detail-oriented, proactive, and passionate about delivering excellent customer experiences. This role blends administrative, operational, and client-facing responsibilities, providing opportunities to interact directly with customers while supporting the broader goals of the Client Success team. Overall, the goals of a Client Success Associate are: Support the Client Success team in delivering a best-in-class customer experience that drives retention and satisfaction. Help coordinate customer-facing initiatives, renewals, meetings, and communications that strengthen customer relationships and support long-term growth.
Requirements
- Bachelor's degree from an accredited college or university preferred.
- 2+ years of experience in customer success, account management, customer service, sales support, project coordination, or a related field.
- Excellent written, verbal, and interpersonal communication skills.
- Strong organizational skills with exceptional attention to detail.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Experience with standard business software, including Microsoft Office products and HubSpot (or similar CRM platforms).
- Laundry industry and/or cloud-based software experience preferred.
- Strong problem-solving skills and a customer-first mindset.
- Be an exceptional team player with all staff.
- Adherence to company Information Security Policies.
- Available to travel occasionally to company-related events, customer visits, industry conferences, and trade shows.
Nice To Haves
- Laundry industry and/or cloud-based software experience
Responsibilities
- Support Client Success team in managing customer accounts and maintaining strong client relationships.
- Assist with the preparation and coordination of Quarterly Business Reviews (QBRs), presentations, customer reports, and meeting materials.
- Generate customer contracts, renewal agreements, order forms, and other customer-facing documentation.
- Coordinate customer meetings, business reviews, training sessions, and internal planning meetings.
- Manage scheduling, meeting logistics, agendas, and follow-up action items.
- Maintain accurate customer records, notes, and activities within HubSpot and other company systems.
- Assist with customer onboarding, implementation coordination, and account transitions as needed.
- Monitor customer requests and ensure timely follow-up with the appropriate internal teams.
- Collaborate with internal departments to help facilitate the successful delivery of products and services.
- Support renewal and expansion initiatives through administrative preparation, customer communication, and documentation.
- Build a working knowledge of all company products and services to effectively support customers and internal teams.
- Identify opportunities to improve client engagement processes and operational efficiency.
- Participate in customer meetings and communications to strengthen relationships and provide a high level of service.
- Assist with special projects and strategic initiatives within the Client Success organization.
Benefits
- Mentorship and support for professional growth
- Employee and peer-to-peer rewards programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
