Client Success Associate

Client Success Associate Overview
Crawford Group is seeking a highly organized, proactive, and client-focused Client Success Associate to support our Customer Experience Directors and help scale our go-to-market organization. This is a growth role for someone motivated to help others and advance their own career.


This role serves as the operational backbone of our client services team by coordinating account activities, supporting sales and expansion efforts, managing workflows, tracking deliverables, creating and initiating reporting, and ensuring operational excellence across a portfolio of strategic client accounts.


The ideal candidate thrives in a fast-paced agency environment, enjoys bringing order and simplicity to complexity, and takes pride in helping client-facing leaders maximize their time on strategic growth activities. You are looking to make an impact now and quickly grow your career in a client-facing business development role.


This position plays a critical role in enabling Crawford Group's revenue growth strategy by reducing administrative burden, improving operational execution, and creating greater capacity for Account Directors to focus on client relationships, retention, expansion, and new business development.


Responsibilities

Account Operations & Delivery Coordination


• Coordinate day-to-day operational activities across assigned client accounts.


• Maintain visibility into ongoing client engagements and proactively identify risks, dependencies, and bottlenecks.


• Support account teams by ensuring deadlines, commitments, and client requests are properly documented and communicated.


• Track contract terms, extensions, renewals, and key account milestones.

Revenue & Sales Support

• Support Account Directors in managing and initiating expansion opportunities and sales activities within existing accounts.


• Assist with outreach sequencing, follow-up tracking, and pipeline management.


• Maintain CRM records, opportunity data, and account activity tracking.


• Prepare account research, stakeholder mapping updates, and meeting preparation materials.


• Coordinate internal resources required to support proposal development and client presentations.


• Help ensure opportunities progress efficiently through the sales process.

Proposal & SOW Management

• Coordinate development of Statements of Work (SOWs), change orders, and proposal documents.


• Gather inputs from internal stakeholders regarding scope, pricing, staffing, and deliverables.


• Manage document version control and approval workflows.


• Ensure proposals and SOWs are delivered accurately and on schedule.

Client Meeting & Communication Support

• Schedule client meetings and internal planning sessions.


• Prepare agendas and meeting materials.


• Document meeting notes and distribute recap communications.


• Track action items and ensure follow-through across internal teams.


• Maintain organized client documentation and account records.

Reporting & Account Intelligence

• Create and maintain account dashboards, status reports, and operational metrics.


• Support quarterly business reviews and strategic account planning efforts.

Desired Experience

• 2-5 years of experience in agency or marketing operations, account coordination, program management, client services, revenue operations, marketing operations, or similar roles


• Experience supporting client-facing teams in a marketing, events, consulting, staffing, or professional services environment


• Exceptional project coordination and organizational skills


• Excellent written and verbal communication skills


• Experience managing multiple priorities simultaneously


• Proficiency with CRM and workflow management systems

Preferred experience with:

• AI platforms


• HubSpot


• Bullhorn


• Airtable


• Presentation and Spreadsheets via GSuite or Microsoft


• Asana


• LinkedIn Navigator


• Project management platforms


• Adobe Creative Suite

Key Competencies

• Exceptional organization and follow-through


• Strong attention to detail


• Proactive and creative problem-solving


• Client service mindset


• Ability to manage ambiguity


• Process orientation


• Relationship-building skills


• Business acumen


• Sense of urgency and accountability


• Clear and professional communications