We're looking for a Customer Success Advocate (CSA) to support and scale our one-to-many Customer Success motion for long-tail customers. This role is ideal for someone who thrives in a fast-paced, high-volume environment and is passionate about driving customer engagement, retention, and growth through structured programmes and data-driven execution. As a CSA, you will manage a portfolio of customers using scalable engagement strategies, ensuring they stay on track with their goals, remain engaged with our platform, and renew with no friction. You'll work closely with your team lead and cross-functional partners to execute programmes, identify risks, and contribute to revenue outcomes.
The Candidate Will Have Responsibilities Across The Following Functions
Customer Engagement and Success Execution:
- Manage a portfolio of long-tail customers through scaled, programmatic engagement (email, webinars, campaigns, office hours).
- Drive consistent customer touchpoints aligned to lifecycle milestones (onboarding, adoption, renewal).
- Help customers understand and realise value from the platform through targeted outreach and education.
- Ensure customers are progressing toward their desired outcomes using defined success frameworks.
Renewal And Commercial Support
- Support renewal readiness across your portfolio by tracking timelines, engagement, and risk signals.
- Identify early signs of churn or contraction and escalate appropriately with context and recommendations.
- Partner with your team on renewal conversations and commercial negotiations.
- Identify and surface expansion opportunities (upsell, cross-sell) based on customer usage and needs.
Data And Operational Excellence
- Maintain accurate and up-to-date records in Salesforce and other CS tools.
- Track engagement, health signals, and activity across your portfolio.
- Use data and dashboards to prioritise outreach and guide decision-making.
- Follow defined playbooks and contribute feedback to improve workflows and programs.
Scaled Program Execution
- Execute one-to-many programmes, including campaigns, automated journeys, and customer education initiatives.
- Support webinars, events, and digital engagement strategies to drive adoption at scale.
- Ensure timely and consistent follow-up across all customer interactions.
Cross-Functional Collaboration
- Partner with technical support, product, and solutions teams to help resolve customer issues.
- Share customer feedback and common trends with your team lead.
- Collaborate with peers to continuously improve team processes and best practices.
Requirements
- 4+ years of experience in Customer Success, Account Management, or a related SaaS/customer-facing role.
- Experience working with a high-volume customer portfolio or scaled engagement model preferred.
- Strong organisational skills with the ability to manage multiple customers and priorities simultaneously.
- Comfort working with data, dashboards, and systems to guide decisions.
- Clear and effective written and verbal communication skills.
- Ability to follow structured processes while adapting to customer needs.
- Familiarity with tools like Salesforce, Gainsight, Gong, or similar platforms is a plus.
- Experience in SaaS, Martech, CMS, or digital experience platforms is a plus.
Good To Have
- Consistent Customer Engagement: Customers in your portfolio are actively engaged through programs and outreach.
- Renewal Readiness: Strong support of renewal cycles with clear visibility into risks and opportunities.
- Data Quality: High-quality, reliable data in systems enabling accurate reporting and forecasting.
- Program Execution: Scaled programmes run smoothly with timely execution and follow-through.
- Team Contribution: Active participation in improving playbooks, sharing insights, and elevating team performance.
This job was posted by Libin O K from Contentstack.
