Client Success Associate

Job Description

About Commas

Commas is the full-stack growth platform for digital businesses. Whether someone is just getting started or looking to make their next million dollars, we give them the infrastructure to do it: payments, checkout funnels, community, courses, affiliate systems, analytics, and everything in between, all in one platform.

We're one of the fastest-growing future-of-work companies based in Miami, with billions in volume processed through our platform. The team moves quickly, ships constantly, and is obsessed with helping people earn from what they already know. If you want to help make this market more accessible, this is the place.

About the Role

This is the seller's champion after they go live. As a Client Success Associate, you own the post-launch relationship for a book of sellers — their health, adoption, and retention. You are the person who makes sure sellers actually succeed on Commas and stay with us for the long run.

We're looking for someone genuinely energized by helping people succeed, who can read an account's health from the data, and who knows the difference between reacting to problems and preventing them. As we scale, you'll also help build the scaled and lifecycle programs — onboarding nudges, education, webinars, and health campaigns — that let great customer success reach the long tail, not just the top accounts.

What You'll Own

• Post-launch account health for a book of sellers — adoption, engagement, satisfaction, and retention from go-live onward.
• Product adoption and usage — make sure sellers are using the right features, getting value, and building their business on Commas.
• Proactive churn prevention — monitor health signals and GMV/usage trends, get ahead of at-risk accounts, and run save plays before a seller disengages.
• Health reviews and check-ins — structured touch points for your named accounts and lighter, scaled coverage for the long tail.
• Growth signals — flag upsell and cross-sell opportunities and route them to the right internal owner.
• Scaled and lifecycle programs — onboarding nudges, education, webinars, and lifecycle campaigns that extend success to every seller, not just the top tier.
• The voice of the seller internally — coordinate escalations with Support and Risk, and feed recurring pain points back to Product.
• Clean handoffs — receive launched accounts and route technical or complex issues to the right team.

What We're Looking For

• 2+ years in customer success, account management, or a customer-facing role — ideally at a B2B, SaaS, or fintech/platform company.
• A relationship-builder with a service mindset — you genuinely enjoy helping people succeed and can build trust quickly.
• Comfortable with data — able to read account health, usage, and GMV trends and act on them.
• Exceptional written and verbal communication — clear, calm, and credible with sellers and internal teams alike.
• Proactive and high-ownership — you get ahead of problems instead of waiting for tickets, and you thrive in a fast-paced environment.
• Organized and detail-oriented — able to manage a book of accounts without letting anything slip.
• A bias toward building repeatable systems, not just one-off saves.

Bonus Points

• Experience owning retention, adoption, or churn metrics for a book of accounts.
• Familiarity with CS and support platforms such as Pylon, Zendesk, Intercom, or Salesforce.
• Experience using AI tools and automations to scale customer success and lifecycle programs.
• Background in payments, fintech, or the creator/digital-product economy.
• Experience building scaled or tech-touch CS programs (webinars, lifecycle emails, education).

Schedule

Monday–Friday | 9:00 AM – 6:00 PM | In-person in Miami, FL

Benefits

• Competitive salary and benefits package
• Gym membership packages
• Paid time off and company-paid holidays
• In-person work environment in Miami, FL
• Team-building events, company lunches, and swag
• The chance to join a fast-growing team of industry experts