Customer Success Associate (CSA)

Job Description

Customer Success Associate | ClearPoint Strategy

The Tone:
This is an early-career, hybrid role at ClearPoint Strategy, located in the greater DC metro area (DC, MD, VA, PA). ClearPoint Strategy offers a powerful platform for organizations to execute their strategic goals, fostering accountability and driving priorities. This Customer Success Associate position is pivotal for small and mid-market customers, serving as their primary advisor to evaluate situations, determine optimal setup, provide coaching, and ensure growth within the platform. It is an AI-first role, where you will collaborate closely with AI teammates to design workflows, weigh AI outputs, and make critical decisions, enabling you to achieve the output of multiple traditional CSAs.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid, Arlington, VA
• Pay: $50000–$70000 yearly
• Team: Customer Success team, partnering with CSMs and CS Leadership
• Mission: Act as the primary advisor for small and mid-market accounts, driving strategy execution, retention, and growth by exercising independent judgment and effectively utilizing AI-driven workflows.
• Tech Stack: Agency’s Kai, Fin, Claude, ChatGPT, Copilot, Microsoft Office Suite

What You’ll Actually Do
• Account Ownership: Own a portfolio of small and mid-market customer accounts end-to-end, exercising independent judgment to decide on account structure, success plans, engagement cadence, and overall day-to-day strategy.
• Strategic Advising: Advise customers on strategy execution methodology, coaching them on Balanced Scorecard, OKR, and ClearPoint best practices to significantly shape how their leadership team runs its core strategy process.
• Revenue Influence: Make renewal and expansion recommendations by assessing account health, identifying risk and expansion signals, and influencing leadership decisions on renewal terms and at-risk interventions.
• AI Workflow Design: Design AI-driven workflows, build prompts, and automations using AI tools like Agency, deciding what AI output to keep, refining it, and owning the final work product.
• Customer Support & Advocacy: Evaluate and triage customer requests and support tickets, deciding when to fulfill, push back, redirect, or escalate, ensuring quick and accurate resolutions while providing structured product feedback as the voice of the customer.

The Must-Haves
• Background: Bachelor’s degree or four years of relevant professional experience demonstrating strong foundational knowledge.
• Experience: Hands-on experience using AI tools such as Claude, ChatGPT, or Copilot is required; customer-facing experience, particularly in a technology environment, is preferred.
• Skills: Clear and effective communication (written and verbal), strong organizational abilities to manage a diverse portfolio, innate curiosity to understand underlying reasons, and comfort in making decisions with incomplete information.
• Bonus: Previous coursework or experience in strategy or performance management.