Customer Success Associate

AlphaSense Oy; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

AlphaSense Oy is seeking a Customer Success Associate to support day-to-day client experiences through onboarding, training, and ongoing engagement. You will guide new users through onboarding and help current users build productive habits.

You will collaborate with Account Managers and sales teams, surface insights from interactions, capture feedback, and help reduce churn by delivering tailored product guidance.

Qualifications

• 1+ years of experience in high volume outreach or user support.
• Able to explain complex issues in simple terms.
• Strong at building rapport and clear communication.
• Located in Eastern or Central Timezones preferred.

Responsibilities

• Onboarding and Adoption: run onboarding sessions for new users to integrate AlphaSense into their workflow.
• Client Engagement: support sessions across industries, assist with trainings, help users apply AlphaSense to workflows.
• Customer Health: work with CSMs to keep accounts healthy, deliver tailored training, and provide product guidance.
• Growth Initiatives: assist sales by running product overview sessions for trials and demos.
• Market Insight Support: spot themes and content during client interactions and share insights with CS and product teams.
• Product Feedback: capture user feedback and flag opportunities for improvement.

Skills

Client-facing

High volume outreach

User support

Communication

Rapport building

Time management

Job description

The Customer Success Associate role at AlphaSense supports the day to day experience of our clients. CSAs help active users get value from the platform through support, training, and consistent engagement. You will guide new users through onboarding, help current users build productive habits, and surface early signs of low usage so the team can take action.

What You’ll Do

• Onboarding and Adoption: Schedule and run 1:1 onboarding sessions for new users helping them integrate AlphaSense into their workflow. Warm Outreach and Email Engagement: Reach out to low activity or dormant users through email and warm calling. Convert that outreach into live sessions that help drive adoption, uncover blockers, or surface license swap needs that support the commercial team.
• Client Engagement: Support client sessions across a variety of industries and user types. Join Account Managers on trainings, assist with onsite or virtual sessions, and help users apply AlphaSense to their workflows, building trust through strong communication and a helpful approach - owning follow ups and next steps from those engagements.
• Customer Health: Work with Customer Success Managers and Account Managers to keep accounts healthy. Deliver tailored training, share workflow tips, and provide ongoing product guidance that helps reduce risk and improve retention.
• Growth Initiatives: Assist sales teams by running product overview sessions for trials, joining demos when needed, and helping highlight the platform’s value to prospective users.
• Market Insight Support: Spot themes, trends, and relevant content during client interactions. Package and share these insights with Customer Success Managers, Account Managers, Account Executives, and product partners to strengthen their client knowledge and messaging.
• Product Feedback: Capture user feedback, track recurring pain points, and flag opportunities for improvement. Partner with internal teams to share clear, actionable insights.

Who You Are

• A client-facing professional with 1+ years of experience in high volume outreach or user support.
• Comfortable speaking with a wide range of user types and guiding them through platform training; able to distill and explain complex issues in simple terms.
• Strong at building rapport and keeping conversations clear and simple.
• Energetic, curious and eager to learn new workflows and industry use cases on the job. Due to our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job!
• Motivated, organized, and able to manage multiple tasks in a fast paced environment.
• A strong communicator who works well in a team oriented setting.
• Located in Eastern or Central Timezones (preferred) 1+ years of experience in high volume outreach or user support, Ability to explain complex issues in simple terms, Strong rapport-building and communication skills, Organized and able to manage multiple tasks in a fast paced environment, Located in Eastern or Central Timezones (preferred)