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Commas is a full-stack growth platform for digital businesses, offering payments, checkout funnels, community, courses, affiliate systems, analytics, and more in one integrated platform. The company processes billions in volume and is one of the fastest-growing future-of-work companies based in Miami.
As a Client Success Associate, you will be the seller's champion after go-live, owning the post-launch relationship for a book of sellers. Your core responsibilities include:
• Post-launch account health management — monitor adoption, engagement, satisfaction, and retention from go-live onward for your named accounts.
• Product adoption and usage — ensure sellers are using the right features, getting value, and building their business effectively on Commas.
• Proactive churn prevention — monitor health signals and GMV/usage trends, identify at-risk accounts early, and execute save plays before disengagement occurs.
• Health reviews and check-ins — conduct structured touchpoints for named accounts and lighter, scaled coverage for the long tail.
• Growth signal identification — flag upsell and cross-sell opportunities and route them to the appropriate internal owner.
• Scaled and lifecycle programs — help build and execute onboarding nudges, education, webinars, and lifecycle campaigns that extend success beyond top-tier accounts.
• Internal advocacy — coordinate escalations with Support and Risk teams, and feed recurring seller pain points back to Product.
• Clean handoffs — receive launched accounts and route technical or complex issues to the right team.
You will work Monday–Friday, 9:00 AM – 6:00 PM in-person in Miami, FL.
REQUIREMENTS:
• 2+ years in customer success, account management, or a customer-facing role (ideally at a B2B, SaaS, fintech, or platform company).
• Relationship-builder with a service mindset — genuine passion for helping people succeed and ability to 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.
• Proactive and high-ownership mindset — get ahead of problems rather than waiting for tickets; thrive in fast-paced environments.
• Organized and detail-oriented — manage a book of accounts without letting anything slip.
• 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 (Pylon, Zendesk, Intercom, 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).
