Customer Success Associate

Jobicy; United States; Remote; USD 70,000 - 87,000; Full time

Job summary

AlphaSense is seeking a Customer Success Associate to guide new users through onboarding and ensure ongoing value from our platform. You will engage a diverse client base, conduct trainings, and collaborate with Account Managers, support teams, and product partners to strengthen the client journey.

You’ll work with Account Executives and CS teams to surface insights, monitor usage, and deliver tailored guidance.

Qualifications

• 1+ years of experience in high volume outreach or user support.
• Ability to guide users through platform training and explain complex issues clearly.
• Strong communication and relationship-building skills.
• Comfortable working with cross-functional teams to share insights and improve the client journey.

Responsibilities

• Onboarding and Adoption: Schedule and run 1:1 onboarding sessions for new users.
• Warm Outreach and Email Engagement: Reach out to low activity users and convert outreach into live sessions.
• Client Engagement: Support sessions across industries and user types, join trainings, and help users apply AlphaSense to workflows.
• Customer Health: Help keep accounts healthy with tailoring training and product guidance.
• Growth Initiatives: Assist sales by running product overview sessions and supporting demos.
• Market Insight Support: Surface themes and trends during client interactions and share with teams.
• Product Feedback: Capture user feedback and flag opportunities for improvement.

Skills

Client outreach

Platform training

Communication

Team collaboration

Job description

About AlphaSense:

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

About the Role

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. CSAs work closely with Account Managers, who own the commercial relationship with each account. Your focus is usage, engagement, and adoption, flexing to whatever the business needs. Because you speak with many types of users, you will also partner with Account Executives, our support team, and product teams to share insights that improve the client journey.

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.

Base Compensation Range

$70,000-$87,000 USD

AlphaSense is an equal-opportunity employer.

We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense's commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

Recruiting Scams and Fraud

We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• AlphaSense never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @alpha-sense.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our Careers page.

If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.