Customer Success Associate

 

Description:

As a Customer Success Associate at Mergn, you will be the primary point of contact for our existing clients — building strong, trusted relationships and ensuring every brand extracts maximum value from the platform. This is a relationship-first role: you will not push or pressure clients, but instead build genuine rapport, help them see real results, and collaboratively guide them toward deeper platform engagement. You will also drive continuous process improvement across the customer success function, identifying opportunities to make Mergn's client operations smarter and more scalable.

Key ResponsibilitiesAccount Management & Client Success

•     Serve as the dedicated point of contact for an assigned portfolio of Mergn clients, building strong, long-term relationships built on trust and consistent value delivery.

•     Proactively monitor client platform usage — including active journeys and campaign performance — and identify opportunities to help clients unlock greater potential.

•     Conduct structured monthly check-ins with all clients to share platform updates, discuss their evolving needs, and gather open-ended feedback that informs product and strategy decisions.

•     Drive platform adoption across the client base, collaboratively guiding brands toward utilizing Journeys and Campaigns at maximum capacity — through persuasion and demonstrated value, not pressure.

•     Work toward zero percent churn from existing customers by staying deeply engaged with client health, surfacing risks early, and resolving concerns proactively.

 

Client Communication & Service Standards

•     Be available to clients at all times. Respond to any message received on holidays or off-hours to acknowledge receipt and confirm the next available support window; if the matter is urgent, resolve it immediately with team support.

•     Join all client calls with camera and microphone on — every interaction is an opportunity to strengthen the relationship.

•     Listen meticulously: document every client query, concern, or requirement, and follow through on each one with diligence and care.

•     Escalate technical issues to Engineering and leadership promptly, ensuring clients always feel supported and never left waiting.

 

Process Improvement & Internal Operations

•     Continuously identify inefficiencies in the customer success workflow and lead initiatives to improve them — making Mergn's account management function more scalable, consistent, and effective.

•     Develop and maintain account management SOPs, client communication templates, and internal documentation to standardize best practices.

•     Document all product requirements gathered from clients in the designated product sheet, and bring these insights to fortnightly leadership catch-up sessions.

•     Collaborate closely with Product, Engineering, and Sales teams to ensure client feedback translates into meaningful platform improvements.

 

Reporting & Insights

•     Track and report on key account health metrics including journey activation rates, campaign engagement, and client satisfaction.

•     Deliver actionable insights to leadership on platform adoption trends, client feedback, and churn risk signals.

•     Maintain an accurate and up-to-date view of each client's platform utilization status.

 

What We're Looking ForExperience & Skills

•     1–3 years in account management, customer success, or client-facing roles, ideally within a SaaS or tech environment.

•     Familiarity with process improvement methodologies; experience designing or refining workflows is a strong plus.

•     Strong analytical skills with the ability to interpret platform data, identify trends, and make data-informed recommendations.

•     Comfort working with KPIs and translating metrics into actionable client conversations.

 

Soft Skills

•     Exceptional interpersonal and communication skills — you build rapport naturally and clients genuinely enjoy working with you.

•     Organized and detail-oriented, able to manage a portfolio of clients simultaneously without things falling through the cracks.

•     Proactive mindset: you identify problems before they escalate and act on them without waiting to be told.

•     Collaborative by nature — you work seamlessly across teams and know when to escalate, when to solve independently, and when to bring others in.

•     High ownership and accountability; you treat each client's success as your own.

 

Education

•     BBA, BS in Business, Marketing, Information Systems, or a related field.

•     Additional certifications in customer success, CRM platforms, or operations are a plus.