Customer Success Associate

The Customer Success Associate role at AlphaSense supports the day-to-day experience of our clients. CSAs help active users get value from the platform through support, training, and consistent engagement. You will guide new users through onboarding, help current users build productive habits, and surface early signs of low usage so the team can take action. CSAs work closely with Account Managers, who own the commercial relationship with each account. Your focus is usage, engagement, and adoption, flexing to whatever the business needs. Because you speak with many types of users, you will also partner with Account Executives, our support team, and product teams to share insights that improve the client journey. What You’ll Do: - Onboarding and Adoption: Schedule and run 1:1 onboarding sessions for new users helping them integrate AlphaSense into their workflow. - Warm Outreach and Email Engagement: Reach out to low activity or dormant users through email and warm calling. Convert that outreach into live sessions that help drive adoption, uncover blockers, or surface license swap needs that support the commercial team. - Client Engagement: Support client sessions across a variety of industries and user types. Join Account Managers on trainings, assist with onsite or virtual sessions, and help users apply AlphaSense to their workflows, building trust through strong communication and a helpful approach - owning follow ups and next steps from those engagements. - Customer Health: Work with Customer Success Managers and Account Managers to keep accounts healthy. Deliver tailored training, share workflow tips, and provide ongoing product guidance that helps reduce risk and improve retention. - Growth Initiatives: Assist sales teams by running product overview sessions for trials, joining demos when needed, and helping highlight the platform’s value to prospective users. - Market Insight Support: Spot themes, trends, and relevant content during client interactions. Package and share these insights with Customer Success Managers, Account Managers, Account Executives, and product partners to strengthen their client knowledge and messaging. - Product Feedback: Capture user feedback, track recurring pain points, and flag opportunities for improvement. Partner with internal teams to share clear, actionable insights. Who You Are: - A client-facing professional with 1+ years of experience in high volume outreach or user support. - Comfortable speaking with a wide range of user types and guiding them through platform training; able to distill and explain complex issues in simple terms. - Strong at building rapport and keeping conversations clear and simple. - Energetic, curious and eager to learn new workflows and industry use cases on the job. - Motivated, organised, and able to manage multiple tasks in a fast paced environment. - A strong communicator who works well in a team oriented setting. - Ability to be in our London office 1x per week