Customer Success Associate

Customer Success Associate Client Services | In-Office Dallas, TX Background Our Mission: Freeing the Flow of Great Content. At Ziflow, we believe that great content has the power to connect, engage, and transform the world. But the path from a creative spark to a finished asset is often blocked by "creative friction" — endless email chains, fragmented feedback, and compliance bottlenecks. In 2026, we are doubling down on our mission to make collaborative proofing smarter, faster, and more seamless. We aren't just a software company; we are the "system of record" for creative feedback. By leveraging ReviewAI and enterprise-grade automation, we equip the world’s most recognizable brands from AWS to McDonald’s to deliver impactful content at scale and without compromise. The Role As a Customer Success Associate at Ziflow, you’ll own the success of our scaled accounts, the customers who don’t have a dedicated Customer Success Manager but still need a great experience, fast answers, and a partner who’s paying attention. You’ll work across a high volume of accounts, using a mix of one-to-many programs and timely one-to-one outreach to drive adoption, retention, and growth at scale. Reporting to the VP of Customer Success, you’ll be the primary point of contact for a large portfolio of accounts, balancing efficient, repeatable processes with the genuine, partner-oriented relationships Ziflow is known for. Key Responsibilities Scaled Account Ownership: Serve as the main point of contact for a high-volume portfolio of customers without a dedicated CSM, managing the relationship through digital touchpoints, automated programs, and proactive outreach. The Fast-Value Guide: Lead new customers through a streamlined, self-serve-friendly onboarding experience that gets them to value quickly, without the need for white-glove support. Navigate the Portfolio: Track usage data and health scores across your accounts to flag risk early, running targeted outreach and check-ins that protect retention before issues become churn. Full-Cycle Support: Coordinate renewals for at-risk or complex scaled accounts with Sales and CS leadership, and route upsell or cross-sell opportunities you spot in your portfolio to Sales. Program Mastery: Help build and refine the playbooks, email cadences, and in-app messaging that make one-to-many customer success possible, in partnership with CS leadership and Marketing. Issue Resolution: Triage customer questions and issues, resolving what you can directly and looping in Support or Product when escalation is needed. Reporting & Advocacy: Track adoption, health, retention, and NPS for your segment, sharing insights with CS leadership and surfacing patterns from scaled accounts to shape product and process decisions. Qualifications 1 – 3+ Years of SaaS Experience: Proven track record in customer success, account management, or support; experience managing a high-volume book of business is a massive plus. Education: Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent practical experience. High "Customer EQ": Clear, warm, confident communication — comfortable representing Ziflow across email, in-app messaging, and calls, and identifying the "pain behind the pain." Growth mindset: Learning is part of our culture and knowing there is always room to improve is core to how we get better. You invite coaching, collaboration, and feedback in all you do. Organizational Mastery: Effortlessly manage competing priorities across a large portfolio without losing the personal touch. Data-Informed: Comfortable using usage data and health scores to prioritize your day and decide where to focus. Tech Literacy: Familiarity with CS platforms (e.g., ChurnZero, Gainsight, or similar), CRM tools, and a willingness to learn new systems quickly. The Ziflow Edge: Location & Benefits This is an in-office position at our Dallas, TX headquarters. We believe the best creative problem-solving happens when we’re in the same room, whiteboarding workflows and celebrating wins together. Health & Wellness: Comprehensive medical, dental, and vision insurance. Flexible PTO: We trust you to manage your results and your rest.