Customer Success Associate

About Thread No one wants to feel like just another number— especially when they need help with an urgent issue at work. About Thread No one wants to feel like just another number— especially when they need help with an urgent issue at work. But, in a world where we can connect with family, friends, our favorite brands, and sometimes even celebrities on-demand, most service providers still ask users to drop what they’re doing, look for contact information, and choose one of two support options: bad, or worse. Either call a 1-800 number and sit on hold, or email [View email address on click.appcast.io (mailto:View email address on click.appcast.io) and wait for a reply. At best, the user’s real-time request for help turns into [Ticket: #####] in the queue; and, in an industry where service is the product, the provider signals quite clearly which customer will always matter most: “Next in line.” At Thread, we’re on a mission to help IT service providers turn users’ worst workdays into moments of magic. We’re a VC-backed startup built by high-performance technologists with fundamental passion for service. Our heroes are people who feel most alive when doing what they’re great at in service of other people*.* We believe every thread is a call to adventure, and nothing delights us more than helping our partners deliver delightful service experiences that brighten user journeys. About Job (Hybrid – Must Be Able to Commute to NYC office hub OR Houston,TX Office 3-4 Days per Week) Thread is looking for a Customer Success Associate as an early-career role on Thread Magic Inc.ʼs Customer Success team, designed for recent graduates looking to start their career at the intersection of technology, AI, and customer success. Thread is an AI-native platform, and in this role, you will work closely with IT Managed Service Provider MSP) partners to help them successfully implement and adopt our product within their workflows. This includes both relationship management and hands-on configuration, requiring a balance of business thinking and technical curiosity. You will own and manage a portfolio of small to mid-sized MSP partners—guiding them through onboarding and supporting their long-term success with Thread. From initial setup and configuration through ongoing adoption, retention, and growth, you will serve as the primary point of contact and trusted advisor for your partners. This role is ideal for candidates who enjoy working on the “business end of technical”—those who are comfortable learning new systems, thinking through workflows, and helping customers translate technology into real operational value. You’ll receive training, mentorship, and support from senior members of the Customer Success team, while developing the skills needed to grow into a more senior CSM role. Again, this is a hybrid role based in New York City or Houston, TX, with an expectation of working in- office 3-4 days per week. You’ll also have opportunities to participate in company events, team offsites, and partner-facing activities. What You'll Do Own and manage a portfolio of small to mid-sized MSP partners across their full lifecycle—from onboarding through long-term success, retention, and growthCustomer Success Associate1 Lead onboarding experiences, including guiding partners through technical setup, configuration, and workflow alignment within Thread Help partners integrate Thread into their day-to-day operations, ensuring strong adoption and time-to-value Build strong relationships with partners and act as their primary point of contact at Thread Proactively engage partners through email, calls, and virtual meetings to drive product usage and long-term success Monitor partner health (usage, engagement, activity) and take action to address risks or improve outcomes Identify opportunities for increased product usage and partner growth, partnering with the Growth team as needed Support retention by ensuring partners are consistently realizing value from both the product and its AI-driven capabilities Collaborate cross-functionally with: Support to troubleshoot issues and resolve escalations Product & Engineering to share feedback on workflows, AI performance, and partner needs Marketing & Community to support engagement and advocacy efforts Contribute to building scalable onboarding and enablement resources (guides, videos, documentation) Maintain accurate records of partner interactions and configurations in internal systems What You Should Have Bachelorʼs degree, ideally in MIS, Information Systems, Business + Technology, or a related field Strong interest in working at the intersection of technology, AI, and customer-facing roles Ability to learn new software quickly and think through systems, workflows, and configurations Comfort with technical concepts APIs, integrations, workflows, or similar) even if you donʼt have deep engineering experience Strong communication skills—able to explain technical concepts clearly to non-technical users Ability to take ownership of relationships and manage multiple accounts independently Strong organizational and problem-solving skills Curiosity, adaptability, and a willingness to learn in a fast-paced startup environment Empathy and a genuine desire to help customers succeed Willingness to work in-office in NYC or Houston,TX 3-4 days per week Bonus Points For Internship or coursework related to systems implementation, business analysis, or SaaS tools Experience working with or supporting customers in a technical or operational capacity Familiarity with concepts like integrations, automation, or AI-driven workflows Experience with CRM, support, or customer success platforms Interest in growing into a Customer Success Manager or technical customer-facing role over time What we Offer Competitive salary and benefits Opportunities for growth within the company A collaborative and innovative work environment #J-18808-Ljbffr