Customer Success Advocate (CSA)

Role Overview

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 programs 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 are renewing with no friction. You’ll work closely with your Team Lead and cross-functional partners to execute programs, identify risks, and contribute to revenue outcomes.

What You’ll Be Doing

Customer Engagement & 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 realize value from the platform through targeted outreach and education
• Ensure customers are progressing toward their desired outcomes using defined success frameworks

Renewal & 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 & 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 prioritize outreach and guide decision-making
• Follow defined playbooks and contribute feedback to improve workflows and programs

Scaled Program Execution

• Execute one-to-many programs 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

What We’re Looking For

• 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 organizational 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

What Success Looks Like in This Role

• 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 programs run smoothly with timely execution and follow-through
• Team Contribution: Active participation in improving playbooks, sharing insights, and elevating team performance