Fuel Cycle is a market research disruptor that empowers organizations with agile research solutions. They are seeking a Customer Success Associate to manage day-to-day client operations for enterprise accounts, ensuring account health and driving renewal success while collaborating closely with Key Account Directors.
Responsibilities
- Serve as the primary day-to-day contact for 8–12 tech and media accounts, delivering timely, accurate, and proactive support
- Manage client requests, coordinate deliverables, and monitor engagement in partnership with Strategic Research Leads (SRLs) and Audience Experience Managers (AXMs)
- Maintain account health dashboards and proactively surface risks and opportunities to the KAD
- Execute renewal processes in collaboration with the KAD to ensure seamless cycles
- Use ChurnZero and related tools to monitor and improve account health
- Reinforce client loyalty by consistently demonstrating value and ROI
- Support the KAD in executive-level business reviews, strategic planning, and growth discussions
- Translate client objectives into tactical plans and ensure cross-functional alignment and execute against long-term strategies
- Gain visibility into commercial strategy and enterprise growth planning
- Coordinate with AXMs, SRLs, Product, Customer Solutions, and Marketing to execute client initiatives
- Develop increasing autonomy in day-to-day decision-making and client strategies; escalate only high-impact or cross-portfolio items requiring KAD alignment or approval
- Co-create and refine SOPs and workflows to improve efficiency and enable scalability
- Advocate for client needs internally and align execution with KAD-led account strategies
- Support revenue renewal with a goal of 100% retention for assigned accounts
- Contribute to expansion targets across accounts
- Achieve key ChurnZero metrics (engagement, adoption, CSAT)
- Deliver timely, high-quality work across all internal and client-facing initiatives
- Earn positive feedback from clients and internal teams
Skills
- 1-2+ years of experience in customer success, account management, or client services in SaaS, digital marketing, or market research
- Proven track record managing enterprise client relationships and driving renewals and improving account health through proactive client engagement
- Experience working with customer success tools (ChurnZero, Salesforce, Gong etc.) and account health monitoring
- Strong organizational and communication skills with a bias toward action and accountability
- Growth-oriented mindset with a desire to advance into a Key Account Director role through hands-on experience, mentorship, and increasing strategic ownership
Benefits
- Comprehensive Health Coverage: Medical, dental, and vision insurance plans
- 401(k) with Company Match: Plan for your future with our retirement savings program
- Equity Purchase Option: Participate in Fuel Cycle’s long-term success
- Flexible Work Schedule: Empowering you to balance life and work
- Generous Time Off: 15 vacation days and 7 sick days per year, 12 company holidays, 4 floating holidays/recharge days to rest or celebrate what matters to you
- Paid Parental Leave: Time to bond with your growing family
- Monthly Internet & Phone Stipend: Support for remote work setup
- Wellness & Lifestyle Perks: Access to tools like Rightway (healthcare navigation), Headspace (mental wellness), and more
- Team Connection Perks: Weekly community lunches, refreshments, and snacks at our LA & NY headquarters, Pet-friendly office environments
Company Overview
Fuel Cycle's Market Research Cloud integrates human insight with critical business data for actionable intelligence. It was founded in 2005, and is headquartered in Los Angeles, California, USA, with a workforce of 51-200 employees. Its website is https://www.fuelcycle.com/.
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