ID 4498 – Client Success Associate

Conexion HR; Argentina; A distancia; ARS 60.365.000 - 105.638.000; Jornada completa

Descripción de la vacante

Active searches is hiring a Client Success Associate to own a portfolio of smaller accounts and support regional GMs on strategic accounts. You will prepare, follow up, and coordinate activities to keep client commitments on track and drive renewals.

You will manage QA calls, deliver reports, and ensure timely communications while maintaining strong organization across regions. This role requires professional English and full-time availability in US ET hours, with a focus on high-quality service

Formación

• 2+ years of experience in customer success, account coordination, or account management at MSP or IT services.
• Strong knowledge of managed services, including tickets, SLAs, projects, recurring revenue and renewals.
• Fluent spoken and written English, comfortable leading calls with US clients.
• Availability to work full time 9:00am–5:00pm US Eastern Time, including DST changes.

Responsabilidades

• Own the scaled client portfolio as the primary contact for small accounts across regions.
• Conduct quarterly/annual QA calls with US business owners to confirm satisfaction and needs.
• Deliver reports and routine follow-ups by email on schedule.
• Monitor account health, renewal dates, satisfaction signals, and risks.
• Route requests to internal teams and follow through to resolution.
• Escalate retention risk or opportunities to regional GM.
• Schedule and prepare client meetings, including QBR agendas and summaries.
• Attend meetings to document decisions and track action items.
• Track commitments so the GM has accurate status before client interactions.
• Keep the GM informed without internal follow-ups.

Conocimientos

Customer success

Account coordination

Account management

English proficiency

Herramientas

HubSpot

Autotask

ConnectWise

HaloPSA

Salesforce

Microsoft 365

Descripción del empleo

The Client Success Associate is a new, shared role with two responsibilities. First, you will own a portfolio of smaller, stable client accounts as their primary point of contact. Second, you will provide tactical support to our regional GMs on their strategic accounts, handling the preparation, follow-up, and coordination that keeps client commitments on track.

Responsibilities

Own the Scaled Client Portfolio

• Serve as the primary contact for a book of smaller, low-touch client accounts across all regions.
• Conduct quarterly or annual QA calls with US business owners and office managers to confirm satisfaction and identify needs.
• Deliver reports and routine follow-up communications by email on schedule.
• Monitor account health, including renewal dates, satisfaction signals, open issues, and early signs of risk.
• Route service, project, and billing requests to the appropriate internal team and follow them through to resolution.
• Escalate to the regional GM when an account shows retention risk, requires a commercial decision, or presents a growth opportunity.

Support GM-Owned Strategic Accounts

• Schedule and prepare client meetings, including QBR agendas, account summaries, and reports delivered in advance.
• Attend selected meetings to document decisions and action items, then assign and track each one.
• Track commitments through completion so the GM has an accurate answer before every client interaction.
• Keep the GM informed without requiring the GM to follow up with internal departments.

Account Administration

• Maintain account information in HubSpot and Autotask, including contacts, notes, renewal dates, opportunities, and meeting history.
• Maintain the QBR and client-touch calendar and the renewal and contract review schedule.
• Follow and help standardize account management processes across regions.

Requirements

• 2+ years of experience in customer success, account coordination, or account management at a managed service provider (MSP) or IT services company.
• Working knowledge of managed services, including tickets, SLAs, projects, recurring revenue, and renewals.
• Professional-level spoken and written English, with confidence leading calls with US business clients.
• Availability to work full time from 9:00am to 5:00pm US Eastern Time, including through US daylight saving time changes.
• Strong organization and follow-through, with the ability to manage many accounts and open items at once.
• Experience with a PSA and CRM platform, ideally Autotask and HubSpot (ConnectWise, HaloPSA, or Salesforce also relevant).
• Proficiency in Microsoft 365, including Outlook, Teams, Excel, and PowerPoint.
• A quiet home workspace with reliable internet and backup power.

Preferred Qualifications

• Experience preparing QBRs or account review presentations.
• Familiarity with US small business clients in professional services, healthcare, or financial services.
• Customer success or ITIL training.