Customer Success Associate

Primary Responsibilities

• Own a portfolio of small and mid-market customers end-to-end.
• Make renewal and expansion recommendations.
• Triage and respond to customer support tickets.
• Evaluate customer requests.
• Advise customers on strategy execution methodology.
• Design and run customer working sessions.
• Partner with CSMs on Enterprise and Growth accounts.
• Drive product adoption.
• Design AI-driven workflows.
• Provide structured product feedback to Product, Sales, and Marketing.
• Contribute to internal initiatives.

What Success Looks Like

• Strategic Coaching. Customers see you as someone who knows the work and helps them think more clearly.
• Onboarding and Adoption. Your customers reach first value quickly and feel set up for long-term success.
• Retention and Expansion. Your renewal recommendations are sound. Your customers renew because ClearPoint is critical to their work, and they grow because you helped them see what was possible.
• Support. Our customers have their issue resolved correctly, the first time, and give high CSAT scores.
• Judgment Quality. The decisions you make on account strategy, escalation, and customer requests hold up over time.
• AI Leverage. You consistently demonstrate that AI is multiplying your output.
• Trajectory. You’re visibly getting better month after month.

The Work Pace

• This is a startup environment where things move fast, and CSAs are trusted to be present when it matters and to step back when it doesn’t.

The Work Environment

• Position is fully remote but requires 2–3 days per month in-office or in-person for team events, working sessions, and customer meetings.
• Candidates must live within ~100-150 miles of Arlington, VA and live and work in the following states: VA, DC, MD, PA.

Who You Are

• Hungry. You want the work. You want to learn. You want to be good at this.
• Humble. You ask questions, you take feedback, and you don’t pretend to know things.
• Comfortable making decisions with incomplete information. You can form a point of view, defend it, and adjust when the facts change.
• AI-fluent or AI-curious. You already use AI in your day-to-day.
• A clear communicator. You write well, you listen, and you can explain things well.
• Organized. You can juggle a portfolio of accounts and prioritize without dropping balls.
• Curious. You read. You poke at the edges. You want to understand why, not just what.

Qualifications

• Bachelor’s degree or four years of relevant experience.
• Working fluency with Microsoft Office Suite required.
• Hands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, etc.) preferred.
• Previous coursework or experience in strategy or performance management preferred.
• Customer-facing experience, particularly in technology, preferred.

Pay and Benefits

• $50,000 - $70,000
• Performance-based bonus program
• Competitive salary commensurate with your experience
• 100% paid health insurance & dental insurance
• 401(k) program
• Open vacation policy
• Professional development, training, and mentorship programs
• Chance to get in on the “ground floor” of a tech company with startup energy
• Ability to make a difference from day one
• Fantastic colleagues and customers
• Employee referral bonuses to encourage the addition of great new people to the team
• Team events and offsite retreats
• Company organized volunteer days

Pre-Employment Background Checks

• All offers of employment are contingent upon clear results of a thorough background check.

EEO Statement

• ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics.

Physical Requirements

• This is sedentary work requiring typing and other repetitive motions.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
• Hearing is required to perceive information at normal spoken word levels.
• Visual acuity is required for operation of a computer and for observing general surroundings and activities.
• The worker is not subject to adverse environmental conditions.