Customer Success Advocate (CSA)

Role Overview

We’re looking for a Customer Success Advocate (CSA) to support and scale our one-to-many Customer Success motion for long-tail customers. This role is ideal for someone who thrives in a fast-paced, high-volume environment and is passionate about driving customer engagement, retention, and growth through structured programs and data-driven execution.

As a CSA, you will manage a portfolio of customers using scalable engagement strategies, ensuring they stay on track with their goals, remain engaged with our platform, and are renewing with no friction. You’ll work closely with your Team Lead and cross-functional partners to execute programs, identify risks, and contribute to revenue outcomes.

What You’ll Be Doing

Customer Engagement & Success Execution

• Manage a portfolio of long-tail customers through scaled, programmatic engagement (email, webinars, campaigns, office hours)
• Drive consistent customer touchpoints aligned to lifecycle milestones (onboarding, adoption, renewal)
• Help customers understand and realize value from the platform through targeted outreach and education
• Ensure customers are progressing toward their desired outcomes using defined success frameworks

Renewal & Commercial Support

• Support renewal readiness across your portfolio by tracking timelines, engagement, and risk signals
• Identify early signs of churn or contraction and escalate appropriately with context and recommendations
• Partner with your team on renewal conversations and commercial negotiations
• Identify and surface expansion opportunities (upsell, cross-sell) based on customer usage and needs

Data & Operational Excellence

• Maintain accurate and up-to-date records in Salesforce and other CS tools
• Track engagement, health signals, and activity across your portfolio
• Use data and dashboards to prioritize outreach and guide decision-making
• Follow defined playbooks and contribute feedback to improve workflows and programs

Scaled Program Execution

• Execute one-to-many programs including campaigns, automated journeys, and customer education initiatives
• Support webinars, events, and digital engagement strategies to drive adoption at scale
• Ensure timely and consistent follow-up across all customer interactions

Cross-Functional Collaboration

• Partner with Technical Support, Product, and Solutions teams to help resolve customer issues
• Share customer feedback and common trends with your Team Lead
• Collaborate with peers to continuously improve team processes and best practices

What We’re Looking For

• 4+ years of experience in Customer Success, Account Management, or a related SaaS/customer-facing role
• Experience working with a high-volume customer portfolio or scaled engagement model preferred
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously
• Comfort working with data, dashboards, and systems to guide decisions
• Clear and effective written and verbal communication skills
• Ability to follow structured processes while adapting to customer needs
• Familiarity with tools like Salesforce, Gainsight, Gong, or similar platforms is a plus
• Experience in SaaS, Martech, CMS, or digital experience platforms is a plus

What Success Looks Like in This Role

• Consistent Customer Engagement: Customers in your portfolio are actively engaged through programs and outreach
• Renewal Readiness: Strong support of renewal cycles with clear visibility into risks and opportunities
• Data Quality: High-quality, reliable data in systems enabling accurate reporting and forecasting
• Program Execution: Scaled programs run smoothly with timely execution and follow-through
• Team Contribution: Active participation in improving playbooks, sharing insights, and elevating team performance

What Are We Looking For?

We’re looking for a Team Lead, Customer Success Advocate to lead and scale our one-to-many Customer Success motion for long-tail customers. This is a player-coach role for a hands-on Customer Success leader who thrives at the intersection of customer engagement, commercial execution, and operational excellence.
In this role, you’ll manage your own portfolio of customers while also leading and developing a team of Associate Customer Success Advocates (CSAs). You’ll ensure our scaled programs run smoothly, customers stay engaged and on track, and renewal outcomes are predictable and data-driven. You’ll also act as a key connector between front-line execution and Customer Success leadership—bringing visibility, insights, and recommendations that help shape strategy at scale.
If you enjoy mentoring others, working across systems and teams, and using data to drive better customer and business outcomes, this role offers both leadership impact and hands-on ownership.

Here’s What You’ll Be Doing:

Lead, coach, and support a team, using AI-assisted insights to ensure consistent, high-quality execution across a large portfolio

Provide ongoing feedback and performance coaching, leveraging governed AI tools to analyze team interactions (calls, emails, outreach) and surface coaching insights and best practices at scale
Partner with Global Customer Success Leadership on hiring, onboarding, training programs, and performance evaluations
Act as “air traffic control” for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement

Customer Success & Commercial Execution

• Own a personal portfolio of customers, modeling best practices for scaled engagement and renewal readiness
• Support the team in managing renewals, navigating commercial conversations, and identifying expansion or upsell opportunities
• Maintain a strong understanding of subscription mechanics, renewal timelines, and risk signals
• Identify early signs of churn or contraction and escalate risks with clear recommendations

Data-Driven Program Management

• Use data as the foundation for decision-making, applying governed AI to synthesize adoption trends, customer health signals, and team activity into actionable insights
• Track and report on KPIs related to engagement, renewals, pipeline contribution, and program effectiveness
• Provide data-backed recommendations to improve outreach strategies, workflows, and tooling
• Set the standard for Salesforce and system hygiene, ensuring accurate, reliable reporting

Cross-Functional Collaboration

• Serve as a senior escalation point for internal teams including Technical Support, Solutions, and Product
• Ensure customer feedback and trends from the long-tail segment are clearly communicated and prioritized
• Balance internal leadership responsibilities with external customer needs in a fast-moving environment

What Really Gets Us Excited About You?

• 7+years of experience in Customer Success, Account Management, or a related SaaS role, with prior leadership or team-lead experience preferred
• Proven experience supporting renewals and commercial workflows in a subscription business
• Strong analytical mindset—you’re comfortable using data to tell a story and influence behavior
• Excellent organizational skills with the ability to juggle competing priorities across customers and team needs
• Exceptional written and verbal communication skills, with confidence engaging both individual contributors and senior leaders
• Familiarity with CS tooling such as Salesforce (SFDC), Gong, and reporting dashboards
• Experience in SaaS, Martech, CMS, or digital experience platforms is a strong plus

What Success Looks Like in This Role

• High-Performing Team: Associate CSAs consistently meet or exceed engagement, data quality, and pipeline KPIs
• Revenue Protection: Strong renewal rates across the long-tail segment with clear identification of expansion opportunities
• Operational Excellence: Scaled programs run smoothly, with improved processes, documentation, and training materials

Leadership Visibility: Customer Success leadership has a clear, AI-augmented and data-driven view into long-tail customer health, risks, and program impact

Experience: 6+ Years

Shift timing: 9PM to 6AM

Mode of work: Remote / Work from home