Senior Associate, Customer Success

About the RoleConcertiv is hiring a Senior Associate to join our Customer Success team as the execution engine behind a (Senior) Customer Success Manager (CSM). This is designed as an apprentice-style role: you will learn the CSM craft by working shoulder-to-shoulder with a tenured colleague, owning the operational backbone of a portfolio of client relationships, and absorbing the judgment and instincts that come from running the playbook in real time.We aspire to deliver an experience worthy of the hundreds of thousands of dollars our clients invest with us. As a Senior Associate, you make these experiences possible by ensuring every commitment we make to a client is tracked, executed, and delivered on time.The clear path is here for the right driven person: master the workflows, materials, and details that let your CSM stay strategic and on the front foot, and grow into a Client Success Manager yourself. Once in the CSM seat, you will be the main person managing of a multi-million dollar book of business with autonomy and ownership over the direction of the relationship. What You'll DoPower Account Plans & RenewalsHelp the Senior CSM build and execute a comprehensive account plan for each client every quarter to six months.Conduct the underlying research to support account planning: stakeholder maps, contract inventories, coverage gaps, expansion opportunities, and risk areas.Help answer the questions that drive each plan: Where are we excelling and where are we falling short? How many additional contracts can we bring onboard? How do we drive more engagement with downstream services? How do we improve coverage and rate utilization?Drive the renewal process operationally: kick off internal conversations up to six months ahead, track milestones, and keep all stakeholders aligned.Assemble materials for upsell, cross-sell, and renewal meetings in partnership with the Market Data and Travel product teams.Work closely and constructively with Market Data Subject Matter Experts as partners in excellent service delivery.Maintain Salesforce hygiene — every relevant client detail, opportunity, and update is captured correctly and on time.Coordinate the internal resources needed to deliver the plan across product, sourcing, analytics, and operations.Support Client Strategic InitiativesHelp the Senior CSM translate client strategy into action and keep that progress visible to senior stakeholders.Prepare agendas, briefing materials, and follow-ups for the semi-annual senior- and primary-stakeholder meetings where strategic initiatives are set and reviewed.Translate the strategic initiatives agreed with clients into a clear, trackable plan with the relevant Concertiv product teams.Document progress against client strategic initiatives and prepare the quarterly update shared back with the client.Monitor Service DeliveryPartner with the Senior CSM to ensure clients receive an exceptional experience across every Concertiv touchpoint.Keep renewals on schedule with minimal client back-and-forth — own the timeline, checklist, and internal coordination.Track SLA performance across all downstream services and flag any execution gaps to the Senior CSM before the client notices.Monitor rate utilization and coverage against minimum thresholds; surface trends, anomalies, and improvement opportunities.Escalate at-risk tasks or metrics internally well before the client has a chance to react, and follow through until they are resolved.Own Reporting & EngagementMake sure every client sees the value Concertiv is delivering — in writing, in data, and in the product.Produce quarterly Market Data and Travel reports for each client in your portfolio, leveraging internal reporting resources to build polished, accurate deliverables.Monitor each client’s engagement with Concertiv Connect; flag healthy adoption, identify underutilization, and schedule meetings to either drive engagement or diagnose why the product is not landing.Build QBR decks, executive summaries, and ad-hoc client materials that translate raw data into clear insight and impact.Quality-control every client-facing deliverable for accuracy, tone, and professionalism before it leaves the team.Drive OnboardingSet every new client up for a fast, frictionless start.Create client accounts in C360 and Concertiv Connect with clean, accurate configuration.Facilitate the handoff from Sales and introduce key client stakeholders to the appropriate Concertiv product owners.Ensure fast onboarding and easy contract ingestion into the Concertiv ecosystem so clients see value as quickly as possible.What You Bring2-3 years of experience in client support, account management, consulting, professional services, procurement, legal operations, or a related client-facing role.A track record of owning complex, multi-stakeholder workstreams and driving them to completion without dropping details.A proactive, anticipatory mindset — you see what is coming next and address it before someone asks.Strong written and verbal communication skills: you can write a crisp client email, run a polished internal meeting, and build a deck that holds up in front of senior client stakeholders.Comfort working with contracts, commercial terms, and vendor agreements; you do not need to be a lawyer, but you should be unafraid of legal language and confident summarizing it.Strong analytical instincts — comfortable working with utilization data, coverage metrics, and reporting outputs to draw conclusions and prompt action.Advanced proficiency in PowerPoint and Excel; hands-on experience with Salesforce (preferred) or a comparable CRM.A bias toward action, an eye for detail, and the judgment to know when to escalate versus when to solve.Bachelor's degree or equivalent professional experience.Nice to HaveExposure to a professional services, consulting, or B2B SaaS environment serving enterprise clients in financial services or professional services verticals.Familiarity with vendor management, RFPs, or category sourcing across functions like market data, travel, technology, or professional services.Experience preparing QBRs, savings reports, or executive-level client deliverables.Why This RoleClear growth path. Structured to be the next step toward becoming a Client Success Manager, you will learn the playbook by running it alongside a senior leader.Real ownership from day one. You will not be shadowing; you will be executing on accounts that matter, with meaningful exposure to senior client stakeholders.Tied to outcomes that matter. Your work directly supports our 98% GRR and 110% NRR aspirations: you will see the impact of what you do in the numbers and in client relationships.High-leverage team. You will work directly with a Senior CSM invested in your development and a broader team that values craft, speed, and outcomes.Schedule & LocationThis role is in-office four+ days per week. We believe the apprentice model works best in person: proximity to your Senior CSM and the broader team is core to how you will learn the craft.CompensationThe base salary range for this role is $80,000–$87,500, with a target annual bonus of $10,000–$15,000. Actual base pay within the stated range will be determined based on the candidate’s experience, skills, qualifications, and internal equity. Total compensation also includes our benefits program.Equal Employment OpportunityConcertiv is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate on the basis of any characteristic protected by federal, state, or local law. In accordance with applicable New York State and New York City law, Concertiv does not discriminate against any applicant or employee on the basis of actual or perceived age, race, creed, color, national origin, citizenship or immigration status, religion, sex, gender, gender identity or expression, sexual orientation, sexual and reproductive health decisions, pregnancy (including childbirth and related medical conditions), disability, marital or partnership status, familial or caregiver status, military or veteran status, status as a victim of domestic violence, sexual offenses, or stalking, arrest or conviction record (consistent with applicable law), predisposing genetic characteristics, height or weight, unemployment status, salary history, or any other protected characteristic under applicable law.Concertiv will provide reasonable accommodations to qualified applicants and employees with disabilities, pregnancy-related conditions, or sincerely held religious beliefs or practices, in accordance with applicable law. If you require an accommodation to participate in the application or interview process, please let your recruiter know.Concertiv complies with all applicable laws governing the use of arrest and conviction records in employment decisions, including the New York City Fair Chance Act. We also comply with applicable pay transparency laws; the salary range disclosed above reflects what Concertiv reasonably and in good faith expects to pay for this role at the time of posting.