Client Success Associate

Oceans and You

Oceans is rapidly becoming the partner of choice for high-growth companies looking to smartly build their teams and profitably scale their businesses. As global distributed workforces proliferate, Oceans stands apart with its unique ‘embedded talent’ model and its differentiated talent pool based in Sri Lanka and South Africa.

We’re looking for a dynamic early-stage professional to maintain and further fuel Oceans’ rapid growth. With over 150 clients, we work with world class startups, thought leaders, family offices, creators, and more. Our success has been driven entirely by our reputation and word of mouth growth. This is a unique opportunity to join a new and ambitious company that’s already profitable and scaling quickly

Position - Client Success Associate

As a Client Success Associate, you will play a critical role in ensuring the satisfaction and retention of our clients. Your responsibilities will center around building strong relationships with clients, understanding their needs, and proactively addressing any concerns they may have. You will be the main point of contact for clients, providing support, guidance, and timely responses to inquiries. Additionally, you will collaborate with cross-functional teams to ensure successful onboarding and ongoing usage of services. This role requires a customer-centric mindset, excellent communication skills, and the ability to navigate and resolve challenges to uphold our commitment to delivering exceptional client experiences.

Responsibilities

• Serve as the main point of contact for assigned clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Conduct thorough assessments of client needs and expectations with the goal of tailoring solutions accordingly.
• Maintain accurate records of client interactions in the established CRM (Hubspot).
• Anticipate and address client concerns proactively, demonstrating a commitment to client success.
• Provide prompt and clear responses to client inquiries, maintaining a high level of responsiveness.
• Work closely with internal teams to facilitate the successful implementation of services, boost client referrals, and develop case studies.
• Gather feedback from clients to understand their experiences and identify opportunities for improving the overall client experience.
• Execute established retention strategies to ensure long-term client retention and loyalty.

Qualifications

• 2 years experience in a Client Success/ Customer Success, Account Management, or related role.
• A client-centric mentality; the ability to put yourself in their shoes and the motivation to ensure that they feel supported at all times.
• A track record of meeting and improving individual client/customer success metrics (e.g., cSAT, NPS).
• Experience with CRM tools (e.g., Copper, Hubspot, etc).
• Excellent communication (written and verbal) and interpersonal skills, and the ability to collaborate with cross-functional teams
• Experience following/ improving team processes to ensure a consistent quality of experience.
• Self-starter with a high degree of autonomy and the ability to work (and flourish) in a fast-paced environment.
• Solution-oriented mindset and the ability to think creatively when solving problems.
• Previous experience working in a startup or high-growth environment.

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