Customer Success Senior Associate

As a Customer Success Senior Associate at Graphite Financial, you will occupy a unique and visible role that blends customer support, sales, and project management.  You will be responsible for ensuring success for both our internal team and our clients by delivering measurable results. This role requires a high degree of autonomy, serving as a strategic partner to our clients.

Primary Responsibilities

• Client Onboarding: Project manage the transition when a client joins Graphite services, working with the client and service delivery team to ensure a smooth handoff
• Relationship Management: Manage a segmented book of business (high, medium, and low) to maintain and grow relationships outside of standard service delivery
• Customer Success Motions: Execute core CS activities including Quarterly Business Reviews (QBRs), monthly check-ins, and renewals
• Growth & Escalations: Handle client escalations, identify add-on opportunities, and explore partnership possibilities within your client base

Required Skills & Qualifications

• Financial Foundations: Basic understanding of corporate financial operations and financial statements
• Data Literacy: Basic proficiency in Excel, spreadsheets, and data analysis
• Project Management: Ability to prioritize and manage a variety of tasks and task types simultaneously. Project Management Certification is a big plus!
• Communication: Strong skills encompassing pre-meeting preparation, active meeting participation, and post-meeting follow-through
• Organization: Ability to work through large volumes of information across various datasets and client accounts

• Active Listening: Proficiency in listening and detailed note-taking
• Conflict Resolution: Patience and the ability to deal with a variety of client personalities and challenges
• Problem Solving: An entrepreneurial approach to diagnosing how services can best help a client’s specific business operations
• Personal Attributes: Must be adaptable, proactive, curious, and ambitious

Education & Experience

• Education: A Bachelor’s Degree is required
• Experience: While no specific licenses are required, experience in accounting or finance is a significant plus

Core Performance Attributes

• Dependable & Accountable: Delivers on commitments and takes responsibility for results
• High Performance Mindset: Strives for excellence and consistently raises the bar.
• Resilient: Adapts well to change and maintains focus under pressure
• Team Player: Works well with others, fosters collaboration, and shares knowledge
• Ownership Mentality: Treats the organization’s success as their own

Comprehensive Benefits & Perks:

• Health & Wellness: Competitive Medical, Dental, and Vision coverage. 100% of the employee's health insurance premium is covered by the company.
• Financial Security: Company-paid Short-Term and Long-Term Disability insurance.
• Work/Life Balance To Include: Generous Unlimited Paid Time Off (PTO), 11 Paid Company Holidays, and comprehensive Paid Parental Leave.
• Remote Work Setup: Fully remote position with company-provided technology equipment and a $250 technology stipend to support your ideal home office setup.
• 401k: With a company match