Customer Success Associate

AlphaSense removes uncertainty from decision-making for the world’s most sophisticated companies. Our AI-powered market intelligence and search platform delivers trusted insights from public and private content—including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research. Following the 2024 acquisition of Tegus, AlphaSense and Tegus now combine complementary product and content capabilities, enabling users to uncover comprehensive insights from thousands of content sets. Trusted by over 6,000 enterprise customers, including a majority of the S&P 500, AlphaSense was founded in 2011 and is headquartered in New York City with more than 2,000 employees across the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.

About the role

The Customer Success Associate (CSA) at AlphaSense supports the day-to-day experience of our clients by helping active users derive value from the platform through support, training, and consistent engagement. You will guide new users through onboarding, help current users build productive habits, and surface early signs of low usage so the team can take action. CSAs work closely with Account Managers, who own the commercial relationship with each account, focusing on usage, engagement, and adoption. You will also collaborate with Account Executives, the support team, and product teams to share insights that improve the client journey.

Responsibilities

• Onboarding and Adoption: Schedule and run 1:1 onboarding sessions for new users, helping them integrate AlphaSense into their workflow.
• Warm Outreach and Email Engagement: Reach out to low-activity or dormant users through email and warm calling. Convert outreach into live sessions to drive adoption, uncover blockers, or surface license swap needs that support the commercial team.
• Client Engagement: Support client sessions across a variety of industries and user types. Join Account Managers on trainings, assist with onsite or virtual sessions, and help users apply AlphaSense to their workflows. Build trust through strong communication and a helpful approach, owning follow-ups and next steps from engagements.
• Customer Health: Work with Customer Success Managers and Account Managers to keep accounts healthy. Deliver tailored training, share workflow tips, and provide ongoing product guidance to reduce risk and improve retention.
• Growth Initiatives: Assist sales teams by running product overview sessions for trials, joining demos when needed, and highlighting the platform’s value to prospective users.
• Market Insight Support: Spot themes, trends, and relevant content during client interactions. Package and share these insights with Customer Success Managers, Account Managers, Account Executives, and product partners to strengthen client knowledge and messaging.
• Product Feedback: Capture user feedback, track recurring pain points, and flag opportunities for improvement. Partner with internal teams to share clear, actionable insights.

Requirements

• A client-facing professional with 1+ years of experience in high-volume outreach or user support.
• Comfortable speaking with a wide range of user types and guiding them through platform training; able to distill and explain complex issues in simple terms.
• Strong at building rapport and keeping conversations clear and simple.
• Energetic, curious, and eager to learn new workflows and industry use cases on the job. (Much of the technical knowledge required will be learned on the job.)
• Motivated, organized, and able to manage multiple tasks in a fast-paced environment.
• A strong communicator who works well in a team-oriented setting.

Pay

Base compensation range: $70,000—$87,000 USD. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may include performance-based bonus, equity, and a generous benefits program.