Customer Success Associate

The Customer Success Associate (CSA) is an early-career role on ClearPoint's Customer Success team. CSAs own a portfolio of small and mid-market accounts end-to-end and partner with CSMs and CS Leadership on larger accounts. The CSA is the customer's primary advisor for strategy execution inside ClearPoint, responsible for evaluating each customer's situation and determining the right approach to setup, coaching, and growth.

This is not a checklist role. It is a judgment role. CSAs decide what each account needs, when to push back on a customer request, when to escalate, and what to recommend  customers should walk away from every interaction smarter and better positioned to be the hero inside their organization. That sometimes means redirecting a request that won't actually serve them, recommending a different scope, or holding the line on a best practice.

It always means showing up as a partner who knows the work.
This is an AI-first role. CSAs work side-by-side with Agency's Kai, our AI teammate, and Fin, our AI support teammate, from day one. They design AI-driven workflows for their accounts and support, weigh what AI produces against what their customer actually needs, and make the call on when to use it, refine it, or set it aside. The CSAs who succeed here will be doing the work of two or three traditional CSAs because of how they use AI.
The ideal candidate is smart, hard-working, hungry, and humble-eager to learn without an ego, motivated to own outcomes, and a genuine team player. You read the agenda before the meeting and the report after it. You ask good questions. You don't need to be told twice.Primary Responsibilities
This role's primary duty is advising ClearPoint customers on how to execute their strategy inside the platform and exercising independent judgment on the matters listed below. Specifically, the CSA will:

• 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 work streams: customer research, working-session prep, customer-facing materials, and analysis. The CSA owns these work streams 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.

This job description is not a comprehensive list of duties. Responsibilities and activities may change at any time, with or without notice-often quickly.What…