Customer Success Associate

About Fuel Cycle:

Fuel Cycle empowers leading organizations with agile research solutions that deliver decision-ready insights — fast, flexible, and fully integrated. As a market research disruptor, our AI-powered Insights Platform is built for speed, precision, and scale. With cutting-edge tools and seamless audience connectivity, we help brands ditch the guesswork and make smarter, customer-led decisions at lightning speed.

Why work at Fuel Cycle?

Join a high-growth team where curiosity is valued, ownership is encouraged, and your work drives real-world impact. Whether you’re based at our Los Angeles HQ, New York City hub, working remotely across the U.S., or part of our global team in India, you’ll help shape the future of decision intelligence for some of the world’s most iconic brands.

Overview: 

Fuel Cycle is seeking a Customer Success Associate (CSA) to serve as the operational backbone for our most critical enterprise accounts. This role is designed for a rising account leader who excels at client engagement, disciplined execution, and proactive account stewardship. As a CSA, you will partner directly with a Key Account Director (KAD), to manage day-to-day client operations, maintain account health, and drive renewal success while gaining exposure to strategic enterprise account growth planning.

By working closely with seasoned KADs, you will participate in executive-level client cross-functional leadership and commercial planning. While the KAD leads strategic oversight, the CSA owns day-to-day client operations with increasing autonomy over time. Success in this role not only drives account retention and satisfaction but also positions you as the next generation of Fuel Cycle’s account leaders.

Location: New York City

Work Arrangement: This is an onsite role requiring four days per week in the office, with one flexible remote day each week based on team needs.

Key Responsibilities:

Day-to-Day Client Management

• 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.

Renewals, Retention & Account Health

• 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.

Strategic Partnership Support

• 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.

Cross-Functional Collaboration

• 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.

Success Metrics:

• 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.

Core Skills, Competencies & Attributes:

Competencies

• Client Relationship Management: Ability to build trust with day-to-day and manager-level stakeholders.

• Execution Excellence: Ability to manage multiple priorities, timelines, and deliverables with proactive follow-through.

• Commercial Awareness: Ability to understand and influence renewal and expansion levers.

• Cross-Functional Collaboration: Ability to coordinate diverse stakeholders and ensure aligned execution.

• Analytical Skills: Ability to interpret account data, identify trends, and surface risks and opportunities.

Skills

• Time & Priority Management: Ability to manage deadlines, organize work, and deliver consistently.

• Data Interpretation: Ability to analyze data, extract insights, and identify opportunities or risks.

• Stakeholder Coordination: Ability to align cross-functional teams for seamless execution.

• Commercial Insight: Ability to identify drivers of renewal and expansion in client conversations.

Attributes

• Proactive Ownership: Ability to anticipate needs, surface issues early, and drive initiatives forward.

• Accountability: Ability to take responsibility for deliverables, timelines, and outcomes.

• Growth Mindset & Strategic Curiosity: Ability to connect daily work to long-term account strategy and prepare for future account leadership.

What You’ll Bring:

• 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 & Perks:

Fuel Cycle is committed to supporting the well-being, flexibility, and growth of our team. We offer a competitive and inclusive benefits package that includes:

• 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

Compensation Overview:

The expected starting salary range for this position is $75,000 - $85,000. This range represents the typical starting compensation offered to candidates hired into this role. Final base salary will be determined based on a variety of factors, including location, work experience, skills, knowledge, education, and certifications.

In addition to base salary, this role is eligible for a discretionary bonus with a target of 4% of base salary. Actual bonus amounts, if any, are determined at the company’s sole discretion and may vary based on individual performance, company performance, and market conditions. This role may also be eligible for an equity grant or purchase option. These components make up your total compensation package, which will be reviewed in greater detail during your initial recruiter conversation.

Commitment to Diversity, Equity, and Equal Opportunity:

At Fuel Cycle, we embrace the values of diversity, equity, and inclusion and are committed to fostering an inclusive company culture. We believe that everyone, regardless of their background or identity, should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair, transparent, and free from bias. We value the unique perspectives and contributions of each team member, knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities, as needed, to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process, please contact us at [email protected] to discuss your needs.

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