Junior Client Success Specialist

Key Responsibilities

• B2A Management & Auditing (Primary Focus - ~80%)

• Creation & Maintenance: Partner with Client Success Management Leadership to create and keep up-to-date B2A documentation for new and existing accounts.

• Accuracy Audits: Perform regular, structured audits of B2As to ensure alignment with active client contracts, scope changes, and deliverable schedules.

• Compliance Tracking: Monitor deliverable completion against agreed-upon B2A milestones and flag discrepancies or potential risks to CSM Leadership.

• Asset Organization: Keep central repositories, knowledge bases, and CSM tools organized and aligned with current B2A standards.

CS Operations & Administrative Auditing (~20%)

• Workflow Auditing: Audit recurring administrative tasks across the CSM team (e.g., account health updates, account health scores, recurring weekly administration) to maintain quality control.

• Process Standardization: Identify gaps in administrative routines and recommend streamlined templates, checklists, or procedural improvements.

• Reporting & Tracking: Maintain weekly and monthly operational scorecards detailing B2A completion rates and team administrative compliance.

• Team Support: Assist CSM team members with ad-hoc administrative tasks and cross-functional handoffs as needed.

• Support other reporting/analysis areas including: Post-Conference dashboard audits/prep, Salesforce reports/dashboard creation and maintenance, Risk report analysis.

Qualifications

• Education & Experience:

• Bachelor’s degree or equivalent professional experience.

• 1-2 years of experience in an analytical, customer service, or administrative role.

• Technical Skills:

• Proficiency with standard office productivity tools (Microsoft Office Suite, Google Workspace).

• Familiarity with CRM systems (e.g., Salesforce) is a plus.

• Strong Excel / Google Sheets skills (data entry, basic formulas, filtering, and cross-referencing).

• Core Competencies:

• Exceptional Attention to Detail: High standard for accuracy when auditing documentation and data.

• Analytical Mindset: Comfortable reading through contracts or agreements and mapping them to internal operational tasks.

• Communication: Clear, concise written and verbal skills for coordinating across CSM leadership and Sales Directors.

• Time Management: Able to prioritize tasks, meet recurring audit deadlines, and manage competing priorities independently.

What Success Looks Like in One Year

30 Days: Complete onboarding, gain full understanding of the B2A framework, and shadow CSM Leadership on current account practices.

60 Days: Take full ownership of B2A creation and begin running routine weekly audits.

90 Days: Establish a standardized administrative auditing process across all recurring CSM team tasks and present initial findings/improvements to CSM Leadership.