Senior Associate, Customer Success

Summary

Join Alignable as a Senior Associate, Customer Success (Sales) and play a vital role in ensuring paying members find value in our platform and advertising products. You will lead customer onboarding, helping them set up profiles and ads, and serve as a key contact for at-risk members. Partner with the sponsorship team to resolve payment issues and contribute to ad strategy and event programming. Track member insights to improve our platform and services. Consistently achieve monthly sponsor save goals, successfully onboard new members, expand active clients, and host engaging Office Hours sessions. Build trust through clear communication and act as a cross-functional problem-solver. Approach each day with a proactive, solutions-focused mindset.

Requirements

• 2–4 years of experience in customer success, sales support, or account management
• Strong phone presence, empathy, and communication skills with a “customer first” mindset
• Proven ability to guide customers through onboarding and resolve retention risks effectively
• Passion for small businesses and a genuine desire to help people grow and succeed

Responsibilities

• Lead the onboarding experience for new customers, helping them complete critical setup milestones such as building out their profiles, creating standout ads, and engaging with their sponsorships
• Serve as a key point of contact for members at risk of churning—reaching out via phone or video chat to identify concerns, reinforce value, and ultimately save revenue
• Help recover failed payments and resolve customer-facing issues quickly and empathetically
• Support ad strategy efforts, verify member profiles, and contribute to event programming to drive deeper engagement
• Track member insights and share them across the organization to improve our platform, communications, and services for small business owners
• Consistently achieve a monthly sponsor save goal of $5K+ in monthly recurring revenue (MRR) by identifying at-risk customers early and driving meaningful retention conversations
• Successfully onboard 90%+ of new paying members within 7 days by guiding them through critical setup milestones and demonstrating the value of Alignable’s ad products
• Expand active clients by $2,500 MRR per month
• Host engaging weekly Office Hours sessions, maintaining an average satisfaction rating of 4.5+ while driving product adoption and customer confidence
• Partner closely with Customer Success, Product, and Ad Sales teams to surface member feedback, share insights, and drive platform improvements
• Build trust through clear, empathetic communication—simplifying complex ideas to help small business owners succeed
• Take full ownership of customer challenges, acting as a cross-functional problem-solver to resolve issues and deepen engagement
• Approach each day with a proactive, solutions-focused mindset—spotting and addressing potential churn risks before they escalate

Preferred Qualifications

• Familiarity with tools like Zendesk, Airtable, Stripe, and HubSpot
• A growth mindset and comfort operating in a fast-paced, high-impact environment

Benefits

• Competitive compensation
• Equity
• Health, dental, and vision insurance
• Unlimited vacations (mandatory 2-week consecutive break annually)
• Virtual working environment
• Flexible working hours
• Paid Parental leave
• Professional Development Program
• 401(k)