Customer Success Associate

Job Title: Customer Success Associate

Location: National Harbor, MD (Hybrid)

Type: Full-Time

Compensation: $65,000 to $75,000 DOE, Annually

Please note: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

At Cloudforce, we don’t just deliver services—we bring ideas to life with innovation, teamwork, and a touch of fun along the way. As a Customer Success Associate, you’ll work alongside passionate professionals and play a key role in turning big visions into reality with our generative AI product, nebulaONE. If you’re ready to grow your career and make an impact at a place where collaboration is key, Cloudforce is the place for you!

In this role, you’ll work across project management, customer success, engineering, and development teams to ensure customer satisfaction and uncover growth opportunities within assigned accounts. You’ll assist with client and stakeholder communication, ensuring updates are clear, expectations are set, and relationships stay strong.

• Serve as the primary point of contact for nebulaONE subscription clients.
• Build and maintain strong, long‑lasting client relationships.
• Understand clients’ business objectives and proactively address their needs.
• Monitor client accounts to ensure subscription usage, renewal, and expansion.
• Educate clients on nebulaONE features, updates, and best practices to maximize value.
• Address client inquiries, troubleshoot issues, and coordinate with technical teams for resolution.
• Advocate for clients internally to ensure their feedback and concerns are addressed.
• Identify opportunities for clients to benefit from additional nebulaONE products or enhanced subscription tiers.
• Deliver regular account reviews and usage reports to clients.
• Collect and relay client feedback to product and project teams for continuous improvement.
• Perform other duties as assigned.

• At least 1-2 years of account management, customer success, or related client‑facing role (preferably SaaS/subscription environment).
• Familiarity with budget tracking, reporting, or resource management in a project setting.
• Strong and professional communication skills (both verbal and written) to support interactions with client stakeholders, technical teams, and subcontractors, while representing Cloudforce.
• Ability to work independently on assigned tasks.
• Excellent organizational skills, including multitasking, prioritization, and time management.
• Strong client service orientation with proven collaboration skills across diverse teams.
• Ability to serve as a liaison, meeting support, and facilitator for Cloudforce in both virtual and onsite settings.
• Hands‑on experience with project management and collaboration tools (such as Click Up, Trello, Microsoft Project, Planner, Teams, SharePoint, or similar).

• Experience working with technical teams and subject matter experts.
• Familiarity with project management fundamentals, terminology, and best practices (coursework or certifications such as CAPM, PMP, or equivalent are a plus).

• Learn and explore modern technologies.
• Perform as a self‑starter and manage your own time.
• Join monthly company outings and quarterly local service projects.
• Enjoy Friday team lunches and our ping‑pong champions.

Compensation: $65,000 - $75,000 a year, subject to experience.

• Medical, dental, life, and short‑term disability insurance covered at 100% of the premium for employees and 50% for dependents.
• Paid parental leave, including adoption and foster care placement.
• PTO that grows with you (starting at 15 days, scaling to 20, then 25, plus incentive opportunities).
• 9 company holidays + 2 floating holidays.
• 401(k) savings plan and education reimbursement.
• Friday lunch on us — every week, no exceptions.
• Personalized professional growth plan.
• 24/7 access to a modern gym with Tonal and Peloton.
• Free monthly garage parking with direct private access to the office.
• Sun‑filled National Harbor offices with Potomac views.
• Access to our proprietary AI platform.
• Complimentary snacks, cutting‑edge tech, and a desirable workspace.

This description highlights the core duties of the position; however, responsibilities may evolve as needs change and opportunities arise.

Cloudforce is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.