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Fuel Cycle · 23 hours ago

Customer Success Associate

Los Angeles, CA

Full-time

Hybrid

Entry Level

$75K/yr - $85K/yr

1+ years exp

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.

Consumer ResearchEnterprise SoftwareMarket ResearchProduct Research

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

Qualification

Customer SuccessAccount ManagementChurnZeroData InterpretationStakeholder CoordinationProactive OwnershipGrowth MindsetCommunication Skills

Required

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