Customer Success Associate

About the Opportunity
The hiring organization is seeking a proactive, revenue-driven Customer Success Associate to manage the end-to-end customer journey for its AI-powered grant writing platform. This full-time role, based in the United States, focuses on ensuring clients maximize the value of AI tools while collaborating closely with the internal grant delivery team to drive customer satisfaction, account retention, and growth.
Key Responsibilities
Onboard new accounts, lead product enablement sessions, and drive feature adoption so clients consistently utilize self-serve AI capabilities.
Act as the primary interface between clients and internal grant delivery specialists to ensure deadlines, quality benchmarks, and service agreements are consistently met.
Monitor usage metrics to mitigate churn risks, manage renewal pipelines, and identify expansion or upsell opportunities within existing accounts.
Serve as the primary escalation point for client inquiries, operational friction points, and complaints, resolving issues directly or triaging technical bugs to internal teams.
Systematically collect client feedback and Net Promoter Score data, translating customer insights into actionable recommendations for product and service delivery.
Key Performance Indicators
Net Promoter Score (NPS).
Net Revenue Retention (NRR), Gross Retention Rate (GRR), and Renewal Rate.
Monthly Active Users (MAU), self-service feature utilization rate, and Time-to-First-Value (TTFV).
Ticket triage response and resolution times, along with on-time grant delivery completion rates.
Required Qualifications
Professional experience in customer success, account management, or client services.
Strong stakeholder management capabilities with clear written and verbal communication skills.
Proven experience managing client escalations, triaging issues under pressure, and driving rapid resolutions.
High degree of organization and strong attention to detail.
Comfort learning AI workflows and guiding clients on software self-sufficiency.
Preferred Qualifications
Experience working within nonprofits, B2B SaaS, AI or automation tools, or tech-enabled services.
Compensation and Benefits
Regular salary reviews and company share options.
Health coverage.
Paid time off, paid public holidays, and paid sick leave.
Professional development support.
Flexible working hours.
Equal Opportunity Employer
The organization is committed to diversity, equity, and inclusion, welcoming applicants from all backgrounds regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Work arrangement
Yes