Client Success Associate
About The Position
As a Client Success Associate, you will support the efficient management of a large portfolio of clients in a lower-touch service model. In this role, you will work collaboratively with peers and cross-functional partners to ensure client needs are addressed accurately, consistently, and in a timely manner. This role is ideal for someone who is highly organized, responsive, detail-oriented, and comfortable balancing multiple client requests while maintaining a strong service experience. The Client Success Associate will play an important role in supporting day-to-day client administration, monitoring client needs, coordinating issue resolution, and ensuring clients receive reliable support across routine interactions. Success in this role requires strong communication skills, sound judgment, operational discipline, and the ability to prioritize effectively in a fast-paced environment.
Requirements
- Bachelor’s degree or relevant experience in a client-facing, customer support, operations, or business-related role.
- Strong responsiveness and follow-through, with a commitment to timely and high-quality client service.
- Highly organized, detail-oriented, and able to manage a large volume of requests across multiple clients.
- Comfortable working in a fast-paced environment with competing priorities and evolving needs.
- Strong written and verbal communication skills, with the ability to be clear, concise, and professional.
- Collaborative mindset and ability to work effectively with peers and cross-functional partners.
- Sound judgment and problem-solving skills, including knowing when to escalate issues appropriately.
- Proficiency or willingness to learn CRM software, client management tools, and internal reporting systems.
- Operational mindset with a focus on efficiency, consistency, and process improvement.
- Positive, service-oriented attitude and willingness to contribute to a team-based client support model.
- Candidates must be based in the United States.
- Progyny is unable to provide visa sponsorship for this position.
- Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.
Responsibilities
- Manage day-to-day requests across a large book of business, ensuring timely, accurate, and professional follow-up.
- Work collaboratively with Client Success peers to support a scalable, consistent client experience across a lower-touch portfolio.
- Triage client inquiries, determine appropriate next steps, and coordinate with internal teams to resolve issues efficiently.
- Track client requests, open items, and escalations to ensure follow-through and clear communication.
- Maintain accurate client records, documentation, and activity tracking within client management tools.
- Support routine client reporting, client health checks, and administrative updates as needed.
- Identify recurring client questions, process gaps, or service trends and share insights with the broader team.
- Partner with Sales, Product, Operations, Member Services, and other internal teams to support client needs and resolution timelines.
- Communicate clearly and professionally with clients, ensuring they feel supported even within a lower-touch engagement model.
- Balance competing priorities across multiple clients while maintaining strong attention to detail and service quality.
Benefits
- Paid family and parental leave
- Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
- Family and pet care fund
- Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
