Customer Success Associate

Summary

Join Firmex as a Customer Success Associate and become the primary point of contact for clients, guiding them through every stage of their journey, from onboarding to expansion. You will be responsible for implementation planning, maximizing client use of Firmex, managing at-risk accounts, identifying growth opportunities, and conducting quarterly business reviews. This role requires building strong client relationships, understanding their business objectives, and acting as their trusted advisor. Excellent communication and organizational skills are essential. You will deliver webinars, leverage data for insights, and effectively communicate progress to management. The position demands a proven track record in client success, strong communication skills, and the ability to work independently.

Requirements

• Experience in a client success environment, as an account manager, client services and/or sales role
• Energetic and positive individual who strives to provide superior service to clients
• Successful track record of growing and retaining a named list of accounts
• Experience doing remote and on-site training
• Familiar with cloud-based solutions and comfortable learning new software; tech-savvy
• Excellent written and verbal communication skills and interpersonal skills
• Adaptability, attention to detail and organizational skills
• Ambitious and able to work independently

Responsibilities

• Operate as the lead point of contact for any and all matters specific to their customers while building and maintaining strong, long-lasting relationships with them
• Work with clients through every stage of their life cycle (onboarding, early adoption, maturity), with the goal of growing their lifetime value. Own the engagement, retention and growth of your customers
• Deliver webinars to your named Subscription accounts to demonstrate expansion use cases, advanced administrator functionality, and share best practices
• Use data to provide insights for retaining and driving adoption across the entire lifecycle
• Clearly communicating the progress of monthly/quarterly initiatives to the Management Team. Effectively document and keep up to date customer information and interaction in GainSight as well as properly managing CTA’s
• Manage at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence
• Increase customer retention by conducting regular check-in calls for tactical items and perform QBR’s for strategic reviews
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Meeting goals set by management in terms of up-selling