Customer Success Associate

Job Details 

The Customer Success Associate builds strong partnerships with a portfolio of 80–125 mid-market clients, ensuring they realize meaningful value from InvoiceCloud’s platform. You will manage day-to-day client engagement, drive payment adoption programs, and identify opportunities to expand product utilization. Success requires a blend of relationship building, analytical thinking, technical curiosity, and the ability to influence client outcomes through data-driven guidance. 

Success Profile: 

At InvoiceCloud, success in this role is anchored in our Core Competencies. These competencies represent the mindsets and behaviors that enable CSA team members to deliver impact, innovate, and create value for our customers. 

Customer Centric 

• Builds trusted, long-term client relationships through proactive communication and thoughtful engagement. 
• Understands client goals, billing workflows, adoption barriers, and service needs to provide tailored recommendations. 
• Interprets client health indicators and takes early action to address concerns or emerging churn risks. 
• Serves as the advocate for clients internally, partnering with cross-functional teams to ensure timely resolutions and positive experiences. 
• Communicates clearly across multiple channels and adjusts style based on audience to strengthen rapport and influence outcomes. 

Results Driven 

• Implements strategies that increase digital payment adoption, improve client engagement, and strengthen renewal outcomes. 
• Identifies opportunities to introduce additional InvoiceCloud products and generates high-quality leads for expansion. 
• Monitors performance metrics such as AutoPay enrollment, paperless adoption, and online payment utilization to guide client actions. 
• Executes outreach plans that drive measurable progress against retention, revenue, and adoption goals. 
• Organizes work efficiently to support a large portfolio while maintaining high-quality interactions. 

Takes Ownership 

• Manages assigned accounts with accountability, follow-through, and attention to accuracy in all client interactions. 
• Investigates client issues, gathers context, and partners with internal teams to resolve challenges promptly. 
• Maintains organized documentation of client updates, action plans, and communications to support continuity and transparency. 
• Develops working knowledge of client configurations and integrations to better diagnose issues and guide next steps. 
• Demonstrates initiative by anticipating needs, raising concerns early, and recommending solutions. 

Drives Efficiency 

• Uses Salesforce, reporting tools, and automated outreach methods to manage a large book of business effectively. 
• Establishes predictable communication cadences that increase coverage and consistency across the portfolio. 
• Applies structured problem-solving to prioritize work, balance competing demands, and streamline processes. 
• Uses data to identify adoption gaps and operational inefficiencies, presenting insights to clients in a clear and actionable way. 
• Continuously seeks improvements to internal workflows that enhance productivity and client experience. 

Innovative

• Shares market trends, peer insights, and emerging best practices that help clients modernize their payment experience. 
• Identifies creative approaches to improve adoption, engagement, and platform utilization.
• Uses AI-assisted tools to prepare messaging, analyze data, and create insights that improve speed and client impact.
• Experiments with new engagement techniques and communication strategies to elevate customer success outcomes.
• Encourages continuous learning and seeks out new ideas that enhance both client delivery and internal processes. 

Travel: Periodic travel to key accounts, onsite meetings, or industry conferences as required. 

Benefits 
We offer a competitive benefits program including: 

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)