Customer Success Associate

About Fuel Cycle:

Fuel Cycle empowers leading organizations with agile research solutions that deliver decision-ready insights - fast, flexible, and fully integrated. As a market research disruptor, our AI-powered Insights Platform is built for speed, precision, and scale. With cutting-edge tools and seamless audience connectivity, we help brands ditch the guesswork and make smarter, customer-led decisions at lightning speed.

Why work at Fuel Cycle?

Join a high-growth team where curiosity is valued, ownership is encouraged, and your work drives real-world impact. Whether you're based at our Los Angeles HQ, New York City hub, working remotely across the U.S., or part of our global team in India, you'll help shape the future of decision intelligence for some of the world's most iconic brands.

Overview:

Fuel Cycle is seeking a Customer Success Associate (CSA) to serve as the operational backbone for our most critical enterprise accounts. This role is designed for a rising account leader who excels at client engagement, disciplined execution, and proactive account stewardship. As a CSA, you will partner directly with a Key Account Director (KAD), to manage day-to-day client operations, maintain account health, and drive renewal success while gaining exposure to strategic enterprise account growth planning.

By working closely with seasoned KADs, you will participate in executive-level client cross-functional leadership and commercial planning. While the KAD leads strategic oversight, the CSA owns day-to-day client operations with increasing autonomy over time. Success in this role not only drives account retention and satisfaction but also positions you as the next generation of Fuel Cycle's account leaders.

Location: New York City

Work Arrangement: This is an onsite role requiring four days per week in the office, with one flexible remote day each week based on team needs.

Key Responsibilities:

Day-to-Day Client Management

• Serve as the primary day-to-day contact for 8-12 tech and media accounts, delivering timely, accurate, and proactive support.
• Manage client requests, coordinate deliverables, and monitor engagement in partnership with Strategic Research Leads (SRLs) and Audience Experience Managers (AXMs).
• Maintain account health dashboards and proactively surface risks and opportunities to the KAD.

Renewals, Retention & Account Health

• Execute renewal processes in collaboration with the KAD to ensure seamless cycles.
• Use Churn Zero and related tools to monitor and improve account health.
• Reinforce client loyalty by consistently demonstrating value and ROI.

Strategic Partnership Support

• Support the KAD in executive-level business reviews, strategic planning, and growth discussions.
• Translate client objectives into tactical plans and ensure cross-functional alignment and execute against long-term strategies.
• Gain visibility into commercial strategy and enterprise growth planning.

Cross-Functional Collaboration

• Coordinate with AXMs, SRLs, Product, Customer Solutions, and Marketing to execute client initiatives.
• Develop increasing autonomy in day-to-day decision-making and client strategies; escalate only high-impact or cross-portfolio items requiring KAD alignment or approval.
• Co-create and refine SOPs and workflows to improve efficiency and enable scalability.
• Advocate for client needs internally and align execution with KAD-led account strategies.

Success Metrics:

• Support revenue renewal with a goal of 100% retention for assigned accounts.
• Contribute to expansion targets across accounts.
• Achieve key Churn Zero metrics (engagement, adoption, CSAT).
• Deliver timely, high-quality work across all internal and client-facing initiatives.
• Earn positive feedback from clients and internal teams.

Core Skills, Competencies & Attributes:

Competencies

• Client Relationship Management: Ability to build trust with day-to-day and manager-level stakeholders.
• Execution Excellence: Ability to manage multiple priorities, timelines, and deliverables with proactive follow-through.
• Commercial Awareness: Ability to understand and influence renewal and expansion levers.
• Cross-Functional Collaboration: Ability to coordinate diverse stakeholders and ensure…