[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. ClearPoint Strategy is seeking a Customer Success Associate (CSA) to join their Customer Success team. The CSA will manage a portfolio of small and mid-market accounts, advising customers on strategy execution and utilizing AI-driven workflows to enhance customer engagement and success.

Responsibilities

• Own a portfolio of small and mid-market customers end-to-end. The CSA decides how each account is structured, what the success plan looks like, when to engage, and what to recommend. The CSA is the primary point of contact and the primary decision-maker on day-to-day account strategy
• Make renewal and expansion recommendations. The CSA assesses account health, identifies risk and expansion signals, and makes the recommendation to leadership on renewal terms, expansion opportunities, and at-risk interventions. These recommendations directly influence revenue decisions
• Triage and respond to customer support tickets. Work alongside Fin and if needed, our CSE Team, to ensure quick, accurate resolution times for our customers
• Evaluate customer requests. Decide when to fulfill a request, when to push back, when to redirect, and when to escalate. Customers do not always know what they need; the CSA’s job is to diagnose and advise, not to take orders
• Advise customers on strategy execution methodology. Coach customers on Balanced Scorecard, OKR, and ClearPoint best practices. Shape how the customer's leadership team runs its strategy process — the practice that drives the organization's priorities, investments, and accountability
• Design and run customer working sessions when they add value. The CSA decides cadence, agenda, and approach based on account-specific judgment—not a fixed playbook
• Partner with CSMs on Enterprise and Growth accounts by leading defined workstreams: customer research, working-session prep, customer-facing materials, and analysis. The CSA owns these workstreams end-to-end — how the work is approached and what it produces
• Drive product adoption by deciding which features matter for each account and how to position them against the customer’s goals
• Design AI-driven workflows. Build prompts, workflows, and automations using Agency and other AI tools. decide what to keep from AI output, catch errors, and own the final work product
• Provide structured product feedback to Product, Sales, and Marketing as a voice of the customer
• Contribute to internal initiatives that improve how the CS team operates

Skills

• Entry Level experience in Customer Success or related field
• Ability to own a portfolio of small and mid-market customers end-to-end
• Ability to make renewal and expansion recommendations
• Ability to triage and respond to customer support tickets
• Ability to evaluate customer requests and provide appropriate responses
• Ability to advise customers on strategy execution methodology
• Ability to design and run customer working sessions
• Ability to partner with CSMs on Enterprise and Growth accounts
• Ability to drive product adoption
• Ability to design AI-driven workflows
• Ability to provide structured product feedback
• Ability to contribute to internal initiatives that improve CS team operations
• Strong judgment quality in decision-making
• Ability to manage time and energy effectively in a fast-paced environment
• Ability to communicate clearly and effectively
• Ability to juggle multiple accounts and prioritize tasks
• Bachelor's degree or four years of relevant experience
• Working fluency with Microsoft Office Suite
• Hands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, etc.)
• Previous coursework or experience in strategy or performance management
• Customer-facing experience, particularly in technology

Benefits

• Performance-based bonus program
• 100% paid health insurance & dental insurance
• 401(k) program
• Open vacation policy
• Professional development, training, and mentorship programs
• Employee referral bonuses to encourage the addition of great new people to the team
• Team events and offsite retreats
• Company organized volunteer days

Company Overview