Customer Success Associate, Scale

Job Title : Customer Success Associate, Scale

Location : India (Remote), must work US business hours

About the Role :

Our Scaled Customer Success Managers (CSM) play a crucial role in building long-term, transformational relationships across a high-volume portfolio of 50-75 accounts. You will drive success through data-driven insights, large-scale training initiatives, and creative engagement strategies that deliver value efficiently across your book of business.

Key to these outcomes is your ability to leverage data analytics to proactively identify trends across your portfolio, design scalable engagement models, and implement outreach strategies that drive adoption, satisfaction, and retention across multiple accounts simultaneously.

Roles and Responsibilities include :

• Relationship Development : Maintain regular, effective touchpoints with client leadership and end-users through a mix of digital communications and strategic live meetings (as needed) with key stakeholders.
• Data-Driven Portfolio Management : Analyze product usage data across 50-75 accounts to identify trends, risks, and opportunities; create scalable action plans based on these insights.
• Scalable Success Programs : Design and implement one-to-many programs that efficiently deliver value to multiple clients simultaneously.
• Large-Scale Training Facilitation : Plan and execute group training sessions, webinars, and learning experiences that efficiently educate users across multiple accounts. Facilitate group product training sessions that address common needs across your portfolio.
• Proactive Engagement Strategies : Develop innovative approaches to maintain meaningful connections with a high volume of accounts through digital touchpoints (emails, videos), automated communications, and strategic live interactions.
• Efficient Consultation : Provide targeted, efficient advisement on product use strategies, driving end-user adoption, and best practices through scalable channels.
• Proactive Risk Management : Use data signals (including Net Promotor Score (NPS) and Product Usage) to identify at-risk accounts early and implement intervention strategies to reduce risk.
• Expansion Collaboration : Partner with Sales to identify expansion opportunities across your portfolio.
• Product Expertise : Quickly become an expert in product functionality by testing workflows, answering client and end-user product inquiries, and engaging with the product(s) with curiosity and intention.

Other Activities :

The successful candidate will demonstrate :

Skills Required

Product Expertise, Data Analysis, training facilitation , Data Analytics, Risk Management