Customer Success Associate
Fuel Cycle is a market research disruptor that empowers organizations with agile research solutions. They are seeking a Customer Success Associate to manage day-to-day client operations for enterprise accounts, ensuring account health and driving renewal success while collaborating closely with Key Account Directors.
Responsibilities
- Serve as the primary day-to-day contact for 8–12 tech and media accounts, delivering timely, accurate, and proactive support
- Manage client requests, coordinate deliverables, and monitor engagement in partnership with Strategic Research Leads (SRLs) and Audience Experience Managers (AXMs)
- Maintain account health dashboards and proactively surface risks and opportunities to the KAD
- Execute renewal processes in collaboration with the KAD to ensure seamless cycles
- Use ChurnZero and related tools to monitor and improve account health
- Reinforce client loyalty by consistently demonstrating value and ROI
- Support the KAD in executive-level business reviews, strategic planning, and growth discussions
- Translate client objectives into tactical plans and ensure cross-functional alignment and execute against long-term strategies
- Gain visibility into commercial strategy and enterprise growth planning
- Coordinate with AXMs, SRLs, Product, Customer Solutions, and Marketing to execute client initiatives
- Develop increasing autonomy in day-to-day decision-making and client strategies; escalate only high-impact or cross-portfolio items requiring KAD alignment or approval
- Co-create and refine SOPs and workflows to improve efficiency and enable scalability
- Advocate for client needs internally and align execution with KAD-led account strategies
- Support revenue renewal with a goal of 100% retention for assigned accounts
- Contribute to expansion targets across accounts
- Achieve key ChurnZero metrics (engagement, adoption, CSAT)
- Deliver timely, high-quality work across all internal and client-facing initiatives
- Earn positive feedback from clients and internal teams
Skills
- 1-2+ years of experience in customer success, account management, or client services in SaaS, digital marketing, or market research
- Proven track record managing enterprise client relationships and driving renewals and improving account health through proactive client engagement
- Experience working with customer success tools (ChurnZero, Salesforce, Gong etc.) and account health monitoring
- Strong organizational and communication skills with a bias toward action and accountability
- Growth-oriented mindset with a desire to advance into a Key Account Director role through hands-on experience, mentorship, and increasing strategic ownership
Benefits
- Comprehensive Health Coverage: Medical, dental, and vision insurance plans
- 401(k) with Company Match: Plan for your future with our retirement savings program
- Equity Purchase Option: Participate in Fuel Cycle’s long-term success
- Flexible Work Schedule: Empowering you to balance life and work
- Generous Time Off: 15 vacation days and 7 sick days per year, 12 company holidays, 4 floating holidays/recharge days to rest or celebrate what matters to you
- Paid Parental Leave: Time to bond with your growing family
- Monthly Internet & Phone Stipend: Support for remote work setup
- Wellness & Lifestyle Perks: Access to tools like Rightway (healthcare navigation), Headspace (mental wellness), and more
- Team Connection Perks: Weekly community lunches, refreshments, and snacks at our LA & NY headquarters, Pet-friendly office environments
Company Overview