Customer Success Associate, Scale

Job Description Job Title: Customer Success Associate, Scale Location: India (Remote), must work US business hours About the Role: Our Scaled Customer Success Managers (CSM) play a crucial role in building long-term, transformational relationships across a high-volume portfolio of 50-75 accounts. You will drive success through data-driven insights, large-scale training initiatives, and creative engagement strategies that deliver value efficiently across your book of business. Key to these outcomes is your ability to leverage data analytics to proactively identify trends across your portfolio, design scalable engagement models, and implement outreach strategies that drive adoption, satisfaction, and retention across multiple accounts simultaneously. Roles and Responsibilities include: - Relationship Development: Maintain regular, effective touchpoints with client leadership and end-users through a mix of digital communications and strategic live meetings (as needed) with key stakeholders. - Data-Driven Portfolio Management: Analyze product usage data across 50-75 accounts to identify trends, risks, and opportunities; create scalable action plans based on these insights. - Scalable Success Programs: Design and implement one-to-many programs that efficiently deliver value to multiple clients simultaneously. - Large-Scale Training Facilitation: Plan and execute group training sessions, webinars, and learning experiences that efficiently educate users across multiple accounts. Facilitate group product training sessions that address common needs across your portfolio. - Proactive Engagement Strategies: Develop innovative approaches to maintain meaningful connections with a high volume of accounts through digital touchpoints (emails, videos), automated communications, and strategic live interactions. - Efficient Consultation: Provide targeted, efficient advisement on product use strategies, driving end-user adoption, and best practices through scalable channels. - Proactive Risk Management: Use data signals (including Net Promotor Score (NPS) and Product Usage) to identify at-risk accounts early and implement intervention strategies to reduce risk. - Expansion Collaboration: Partner with Sales to identify expansion opportunities across your portfolio. - Product Expertise: Quickly become an expert in product functionality by testing workflows, answering client and end-user product inquiries, and engaging with the product(s) with curiosity and intention. Other Activities: - Identify patterns across your portfolio that can inform product development and enhancement priorities. - Document successful scaled engagement strategies that can be replicated across the team. - Develop client references and success stories that can be leveraged by Marketing and Sales. The successful candidate will demonstrate: - Data Analysis Skills: Strong ability to analyze customer usage data (across a variety of tools), identify patterns, and translate insights into actionable strategies across multiple accounts. - Exceptional Communication Skills: Fluent English (both written and verbal) with the ability to communicate clearly and effectively across different channels and cultural contexts. - Scale Mindset: You have experience managing a high volume (50+) of accounts simultaneously with the ability to create efficient processes that maintain quality at scale. You know when to give individualized attention to struggling, at-risk or escalated accounts. - Group Facilitation Skills and Effective Meeting Management: Ability to design and deliver engaging group training sessions that meet the needs of diverse participants. Experience leading effective virtual meetings and webinars that engage multiple stakeholders and deliver clear value. - Team Collaboration: Ability to work with internal teams to advocate for client needs while balancing the constraints of a high-volume role. - Strong Organization and Autonomous Time Management: Exceptional ability to track and manage numerous accounts simultaneously without letting details slip. Ability to independently prioritize across a large book of business, focusing efforts where they will create the greatest impact. - Positive, Solutions-Focused Outlook: You are joining a team that is motivated to find solutions, not problems. A proactive mindset that seeks creative solutions, and a genuine willingness to continuously learn, is a must. - CRE Tech Knowledge (nice to have): Understanding of commercial real estate technology landscape and industry best practices.