Customer Success Associate

About the job

Customer Success Associate

LOCATION: Full-time remote worker

SALARY: $50,000

Overview

Poets&Quants is seeking a highly organized, detail-oriented Customer Success Associate to support the execution of client campaigns across our digital media platforms.

This role is the primary point of contact for dedicated client campaigns and serves as the intake and coordination hub between clients and our internal campaign operations team. The Customer Success Associate ensures campaigns are scoped correctly, assets are received on time, timelines are clear, and performance reports are delivered accurately.

This is not a sales role and not a campaign build role. It is a coordination and communication role that requires precision, responsiveness, strong project management instincts, and excellent communication capabilities.

Key Responsibilities

Client Communication & Coordination

· Serve as day-to-day contact for assigned dedicated campaign clients

· Confirm deliverables, timelines, and asset requirements

· Collect and organize all campaign materials

· Ensure expectations are clearly documented and aligned

· Communicate launch dates and performance timelines

· Respond promptly to client inquiries

Campaign Intake & Project Setup

· Enter all new deals into the project management system

· Confirm scope, deliverables, and tracking requirements

· Ensure campaigns are not passed to operations until fully complete

· Maintain accuracy of campaign board and status updates

Internal Collaboration

· Partner with Campaign Operations Specialist to ensure clean handoff

· Provide updates to clients based on internal build status

· Escalate scope changes or timeline risks early

· Coordinate with Partnership Manager for overlapping programs when needed

Reporting & Follow-Up

· Deliver performance reports to clients

· Provide clear, client-friendly summaries of results

· Coordinate internally to answer client performance questions

Qualifications

· 2–4 years experience in account coordination, client success, project management, or media operations

· Strong organizational skills and attention to detail

· Excellent written and verbal communication skills

· Comfortable working in project management tools and CRM systems

· Ability to manage multiple campaigns at once in a fast-paced environment

· Calm under pressure and solutions-oriented

· Be a self-directed learner, and have experience working remotely, self managing time etc

· Experience in digital media, marketing, or publishing is preferred.

Success in This Role Looks Like

· Campaigns are entered cleanly and completely into the PM system

· Clients feel informed and supported

· Internal teams receive clear, accurate briefs

· Reporting is delivered on time and without discrepancies

· Scope creep is minimized through strong documentation

· Workflows move smoothly with minimal friction