What are the responsibilities and job description for the Client Success Associate position at FANBASIS?
About FanBasis
FanBasis is the full-stack growth platform for digital businesses. Whether someone is just getting started with their own business 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 and have had billions in volume flow 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 be part of building something that makes the entire 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
not a ticket queue and you are not a closer; you are the person who makes sure sellers actually
succeed on FanBasis and stay with us for the long run.
You’ll partner closely with Account Management, who own the seller’s revenue (activation and
expansion), and with Support and Product. Your job is to keep sellers adopting, engaged, and
retained — spotting churn risk early, driving usage, and surfacing growth and expansion signals
to the AM so the account keeps compounding.
We are looking for someone who is 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 proactively preventing them. As we scale toward 5,000 active sellers, 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
• Own post-launch account health for a book of sellers — adoption, engagement,
satisfaction, and retention from go-live onward.
• Drive product adoption and usage — make sure sellers are using the right features,
getting value, and building their business on FanBasis.
• Prevent churn proactively — monitor health signals and GMV/usage trends, get ahead
of at-risk accounts, and run save plays before a seller disengages.
• Run health reviews and check-ins — structured touchpoints for your named accounts
and lighter, scaled coverage for the long tail.
• Surface expansion signals to Account Management — flag growth, upsell, and cross-
sell opportunities so the AM can own the revenue conversation.
• Build scaled and lifecycle programs — onboarding nudges, education, webinars, and
lifecycle campaigns that extend success to every seller, not just the top tier.
• Be the voice of the seller internally — coordinate escalations with Support and Risk,
and feed recurring pain points back to Product.
• Coordinate clean handoffs — receive launched accounts from Account Management
and route technical and 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-Buidling events, company lunches, and swag
- Opportunity to be a part of a fast-growing team of Industry Experts.