Client Success Associate

About the Role

As a Client Success Associate, you will own a portfolio of approximately 30 mid-market accounts based in the USA, serving as the primary point of contact throughout the customer lifecycle. You will build strong, consultative relationships with client stakeholders, ensure they are realizing the full business value of our personalization and production platform, and drive retention and growth across your book of business.

Key Responsibilities

Serve as the primary point of contact and trusted advisor for a portfolio of approximately 25-35+ USA-based mid-market accounts, providing consistent, professional business-English support.

Maintain frequent, proactive communication and collaboration with client stakeholders across the account lifecycle.

Ensure clients are consistently enabled in the personalization and production platform — monitoring usage and proactively managing adoption of key features.

Continuously reinforce the business value proposition, tying platform usage to measurable outcomes such as conversion, engagement, and revenue lift.

Conduct regular business reviews and account health checks across the portfolio.

Identify expansion opportunities and flag churn risk early, partnering with Account Management and Support as needed.

Represent client needs internally, coordinating with Delivery Engineering, Support, and Product teams.

Qualifications

Experience in a high-touch, English-native client-facing role, ideally in a B2B environment managing a multi-account portfolio.

Ability to manage 25-35+ accounts simultaneously with strong prioritization skills.

Professional fluency in business English (written and verbal), with strong presentation and stakeholder-management skills.

Comfort discussing business metrics (conversion rate, ARR, engagement) with marketing and ecommerce stakeholders.

Experience with website personalization, ESP, recommendations, or broader martech platforms preferred.

Proven ability to collaborate with a multifunctional, global team (USA and India), as well as US-based clientele.

Strong AI-native working style — comfortable using AI tools (e.g., Claude, Glean) to organize priorities and action items.

Business/analytical capability in spreadsheets, with exposure to client-facing platforms such as Zendesk, Jira, and Slack.

Bachelor's degree (or equivalent professional experience) in Business, Communications, or a related field.