Careers @ ClearPointWe’re different—in a… at ClearPoint… · Remote

Summary: ClearPoint Strategy is a company that focuses on customer success and strategy execution. They are seeking a Customer Success Associate (CSA) who will manage a portfolio of small and mid-market accounts, advise customers on strategy execution, and leverage AI to enhance workflows and customer interactions. Responsibilities: - Own a portfolio of small and mid-market customers end-to-end. The CSA decides how each account is structured, what the success plan looks like, when to engage, and what to recommend. The CSA is the primary point of contact and the primary decision-maker on day-to-day account strategy - Make renewal and expansion recommendations. The CSA assesses account health, identifies risk and expansion signals, and makes the recommendation to leadership on renewal terms, expansion opportunities, and at-risk interventions. These recommendations directly influence revenue decisions - Exercise judgment on customer requests. Decide when to fulfill a request, when to push back, when to redirect, and when to escalate. Customers do not always know what they need; the CSA’s job is to diagnose and advise, not to take orders - Advise customers on strategy execution methodology. Coach customers on Balanced Scorecard, OKR, and ClearPoint best practices. Influence how the customer organization runs its strategy process—a matter of significance to their business - Design and run customer working sessions when they add value. The CSA decides cadence, agenda, and approach based on account-specific judgment—not a fixed playbook - Partner with CSMs on Enterprise and Growth accounts by leading defined workstreams: customer research, working-session prep, customer-facing materials, and analysis. The CSA owns these workstreams and exercises judgment on approach and output - Drive product adoption by deciding which features matter for each account and how to position them against the customer’s goals - Design AI-driven workflows. Build prompts, workflows, and automations using Agency and other AI tools. Exercise judgment over AI output, catch errors, and own the final work product - Provide structured product feedback to Product, Sales, and Marketing as a voice of the customer - Contribute to internal initiatives that improve how the CS team operates - Triage and respond to customer support tickets in coordination with the Customer Support and CSE teams. Support work is a secondary duty and is expected to represent a minority of the role - Run onboarding sessions for new customers, applying CSA judgment on how each customer should be set up Required Qualifications: - Entry Level experience - Ability to own a portfolio of small and mid-market customers end-to-end - Ability to make renewal and expansion recommendations - Ability to exercise judgment on customer requests - Ability to advise customers on strategy execution methodology - Ability to design and run customer working sessions - Ability to partner with CSMs on Enterprise and Growth accounts - Ability to drive product adoption - Ability to design AI-driven workflows - Ability to provide structured product feedback - Ability to contribute to internal initiatives - Ability to triage and respond to customer support tickets - Ability to run onboarding sessions for new customers - Strong communication skills - Ability to work in a fast-paced startup environment - Ability to live in the greater DC metro area (DC, MD, VA, PA) - Ability to complete I9 Federal work authorization verification - Ability to pass background and reference checks Preferred Qualifications: - Bachelor's degree or four years of relevant experience - Working fluency with Microsoft Office Suite - Hands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, etc) - Previous coursework or experience in strategy or performance management - Customer-facing experience, particularly in technology Required Skills: Balanced Scorecard, OKR, Microsoft Office Suite, Customer-facing experience, Strategy execution methodology Benefits: Performance-based bonus program, 100% paid health insurance & dental insurance, 401(k) program, Open vacation policy, Professional development, training, and mentorship programs, Employee referral bonuses to encourage the addition of great new people to the team, Team events and offsite retreats, Company organized volunteer days