About the role
Subbase is looking for a Customer Success Associate to support our enterprise customer base. This role does not own customer relationships directly — instead, it works hand-in-hand with our Enterprise Customer Success Managers (CSMs) to keep enterprise accounts running smoothly, ensure customers get consistent value from our platform, and free up the CSM to focus on strategic account growth and executive relationships. It's a great fit for someone who wants exposure to enterprise account management and a path toward a CSM role.
What you'll do
• Partner closely with Enterprise CSMs as their primary point of support across a portfolio of enterprise accounts, without holding direct ownership of those relationships.
• Prepare account materials, data, and reporting ahead of customer meetings, business reviews, and renewals.
• Track action items, follow-ups, and open issues for enterprise accounts, and keep the CSM informed of account health and status.
• Coordinate with internal teams (support, product, implementation) on behalf of enterprise accounts to resolve issues quickly.
• Join onsite customer visits and travel with the Enterprise CSM to support meetings, training, and business reviews (25–35% travel).
• Monitor usage and adoption data to flag risks or opportunities to the CSM before they become escalations.
• Help maintain accurate account records and documentation in the CRM and customer success tools.
• Support onboarding and training logistics for enterprise customers as directed by the CSM.
Qualifications
• 5+ years of experience in customer success, account management, support, or a related customer-facing role.
• Strong organizational skills and comfort managing multiple accounts and priorities at once.
• Clear written and verbal communication, including comfort presenting to customers alongside a CSM.
• A collaborative mindset — this role succeeds by making the Enterprise CSM and the account more effective, not by working independently.
• Willingness and ability to travel 25–35% of the time.
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight) is a plus.
