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Client Success Associate
London, England, United Kingdom
About the Role
We’re looking for a Client Success Associate (CSA) to join our growing Client Success team.
This role is ideal for someone early in their client success career, eager to learn, and excited to work with global brands. You’ll partner closely with Client Success Managers (CSMs) to deliver exceptional client experiences, support operational excellence, and help scale how we manage and grow accounts.
This role is ideal for someone early in their client success career, eager to learn, and excited to work with global brands. You’ll partner closely with Client Success Managers (CSMs) to deliver exceptional client experiences, support operational excellence, and help scale how we manage and grow accounts.
The CSA role blends hands-on client support with internal enablement projects to improve team efficiency. It’s also a development role designed to prepare you for promotion into a Client Success Manager position within 12-18 months, depending on performance and experience.
What You’ll Do
Client & Account Support
- Partner with up to 3 CSMs across 10–12 client accounts to support day-to-day client needs.
- Respond to tactical client requests (e.g. pulling reports, answering product questions, creating follow-up materials).
- Build and populate client-facing resources such as kick-off decks, insights presentations, and training materials using CreativeX templates.
- Pull and analyse client usage data to prepare for strategic meetings or track progress against KPIs.
Project Management
- Track onboarding and project milestones in our client management platform (Vitally) and flag any risks or delays.
- Coordinate with internal teams (Product, Support, Product Operations) to ensure timely resolution of client issues.
- Assist in managing out-of-office coverage for client accounts, helping maintain continuity of service.
Strategic & Cross-Functional Support
- Contribute to early-stage insights and “story starter” slides that help clients identify creative performance trends.
- Support the design of adoption campaigns and training plans that help client teams embed CreativeX in their workflows.
- Pilot new tools, workflows, or AI features to help the CS team deliver insights more effectively.
- Collaborate with Product, Marketing, and Enablement teams to gather client feedback, case studies, or data trends.
Internal Operations
- Improve and document repeatable CS processes to enhance efficiency and onboarding.
- Build functionality in Vitally to automate common tasks and standardise workflows.
- Administer the client NPS survey and contribute to internal reporting.
Who You Are
- Client-Centric & Empathetic: You listen actively, communicate clearly, and enjoy helping clients succeed.
- Analytical & Curious: You like solving problems and are comfortable working with data to spot patterns or insights.
- Proactive & Organised: You manage multiple tasks independently, take ownership, and follow through.
- Collaborative: You enjoy working cross-functionally and value feedback and shared learning.
- Adaptable: You learn quickly, embrace change, and stay calm under pressure.
What You’ll Gain
- Hands-on experience supporting enterprise clients at some of the world’s biggest brands.
- Exposure to creative data analytics and AI-driven insights.
- Structured progression plan toward a Client Success Manager role, with clear milestones and coaching.
- The opportunity to influence how CreativeX delivers world-class client experiences.
Preferred Experience
- 1–2 years in a client-facing, account support, or project coordination role (SaaS, advertising, or marketing preferred).
- Comfortable with data in Excel or Google Sheets.
- Excellent communication and presentation skills.
- Strong organisational skills and attention to detail.
- Excited by technology, creativity, and helping clients grow.
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