Client Success Associate

The Client Success Associate is responsible for driving client value realization, retention, and growth across a portfolio of accounts. This role partners closely with clients to align technology outcomes with business objectives, proactively manage account health, and identify growth opportunities. The Client Success Associate serves as a trusted advisor, escalation owner, and growth catalyst while reinforcing disciplined Client Success processes.

What Success Looks Like

  • Business challenges turn into solution proposals
  • Retention is strong and revenue from existing clients grows predictably
  • Client risk is identified early and managed intentionally 

How this is measured

  • Client retention and renewal rates
  • Expansion revenue and growth within assigned accounts
  • On‑time, high‑quality delivery of TBRs and roadmaps
  • Referral generation from satisfied clients

Position Responsibilities 

Prep and Deliver Technology Business Reviews (TBRs)

  • Own the preparation, delivery, and follow‑up of all client Technology Business Reviews (TBRs)
  • Translate technical performance, service metrics, and security posture into clear business outcomes
  • Set agendas in advance, gather client priorities, and ensure executive-level communication
  • Present insights, risks, progress, and recommendations to client stakeholders
  • Drive alignment on next steps, investments, and strategic direction following each TBR

Maintain Technology Maturity Levels (TMLs) and Client Roadmaps

  • Maintain accurate and up‑to‑date Technology Maturity Levels (TMLs) for assigned accounts
  • Develop, maintain, and evolve client roadmaps aligned with business goals and technical needs
  • Ensure roadmaps reflect security, infrastructure, lifecycle, and growth initiatives
  • Review and adjust roadmaps regularly based on changes in client objectives or environment
  • Use TMLs and roadmaps as the foundation for TBRs and growth conversations

Client Management, Growth, and Sales

  • Serve as the primary relationship owner for assigned clients, building trust with key stakeholders and executive sponsors.
  • Identify, qualify, and lead client growth opportunities including additional services, projects, and long‑term strategic initiatives.
  • Partner closely with Sales, Professional Services, and Operations to scope, propose, and close opportunities.
  • Maintain an accurate pipeline of expansion opportunities and support forecasting efforts.
  • Proactively manage renewals, upsells, and contract changes with a value-based approach.

Get Well Plan Execution

  • Act as the point owner for “at‑risk” or escalated accounts requiring formal Get Well Plans.
  • Develop, execute, and track Get Well Plans focused on stabilizing service delivery, rebuilding trust, and restoring client confidence.
  • Coordinate cross‑functional teams to ensure issues are addressed quickly, effectively, and with clear accountability.
  • Provide clear communication and regular status updates to internal leadership and client stakeholders.

Referrals

  • Proactively request referrals from satisfied clients at appropriate milestones
  • Leverage positive outcomes, TBRs, and successful initiatives to drive introductions
  • Collaborate with Sales and Marketing on referral tracking and follow‑up
  • Act as a brand ambassador by delivering consistent, high‑value client experiences

Compensation & Incentives

  • Salary plus commission

Core Values in Action

  • Be Reliable: Follow through, respond with urgency, and close the loop
  • Show You Care: Build relationships, communicate clearly, and go the extra mile
  • Succeed as a Team: Support peers, focus on solutions, and drive shared success
  • Do the Right Thing: Act with integrity and put the client’s best interest firs

Ideal Candidate Snapshot

  • Strong executive communication and presentation skills
  • Strategic account management and consultative selling ability
  • Ability to translate technical details into business value
  • Proven experience managing escalations and complex client situations
  • Strong organizational skills and accountability mindset
  • Collaborative leadership across service, sales, and delivery teams

Skills, Experience & Education

Skills

  • Proven ability to lead, coach, and hold professional, client-facing team members accountable for outcomes.
  • Demonstrated ability to navigate client and internal conflict with calm judgment, balancing client advocacy, commercial reality, and operational constraints.
  • Clear, confident communicator who can translate complex technical and business concepts into practical, executive-level discussions.
  • Proven ability to engage C-suite executives as a trusted advisor, guiding strategic conversations rather than reacting to tactical requests.
  • Strong strategic and business acumen, with the ability to connect technology decisions to financial, operational, and risk outcomes for clients.

Comfortable using AI as a strategic thought partner to enhance analysis, preparation, and decision-making—without delegating accountability or judgment.

Please send your cover letter and resume to: jobs@acs.com