Customer Success Associate

UpDraft. Chattanooga or Atlanta. In-office.

Full-time.

We are an AI-native company building an agentic work platform for the most demanding work in corporate accounting.

UpDraft's customer base spans top-25 CPA firms, elite advisory practices, Fortune 1000 finance teams, and pre-IPO companies. Customer demand is accelerating, and we are building out the customer success team to match.

As a Customer Success Associate, you will own the motion from signed contract through live pilot and into ongoing partnership. You will work daily with our CEO and co-founder on customer strategy, and report to the Head of Customer Success for day-to-day coaching and development.

Drive signed deals from contract to live pilot. Chase paperwork through legal and procurement. Answer security questionnaires from our playbook. Schedule the right people. Keep momentum when a deal goes quiet.

Own the customer's response experience. When a customer reaches out, they hear back fast. Same business hour, not same business day. Responsiveness is the floor of this job, not a stretch goal. You surface friction back to the team and make sure no thread goes cold.

Help run customer onboarding. Coordinate training sessions in the first weeks of a new engagement. Get users set up in the platform. Schedule check-ins. Make sure the customer is making real progress through their initial work.

Show up alongside our account leads on demos and customer calls. Organized, prepared, credible in front of CAOs and controllers. Hold the room when needed. Hand off cleanly when the technical conversation begins. Stay to learn.

Turn wins into proof points. Interview power users at our customer firms and finance teams. Draft the case studies. Get them approved, published, and back into the sales motion.

Sharpen the playbook. Templatize the security responses, refine the kickoff agenda, evolve the onboarding scorecard. What works on your watch becomes the standard for the team.

We are hiring for three qualities above all else:

Creativity. You see a stuck deal or a quiet customer as a puzzle, not a wall. You bring ideas to the table. You write prompts that get a useful answer on the first try, and you can explain what you changed and why. Send us the prompt you are proudest of.

Poise. You hold your own with a CAO or a Big Four partner. You read a room. You recover gracefully when a meeting goes sideways. Debate, mock trial, early sales, hospitality, theater, or classroom teaching all count as evidence.

Attention to detail. You catch the missing signature, the wrong date, the stale follow-up. You build a checklist before you need one. Nothing falls through the cracks on your watch.

A bachelor's degree is helpful but not required. Prior experience in customer success, accounting, or SaaS is welcome, but neither is the bar.

Every active deal in procurement has a status, a next step, and a date.

Every onboarding for a new customer is scheduled within 24 hours of signature.

Two published customer case studies.

At least three documented improvements to the customer success playbook, shipped to the team.

Competitive base, performance bonus tied to customer expansion, and meaningful equity in a fast-growing AI company. This role is based in our Chattanooga, TN or Atlanta, GA office.

Reports to: Head of Customer Success.

Send three things to hiring@tryupdraft.com with subject line "Customer Success Associate: [Your Name]":

1. A short note, written by you and not by an AI, about a time you figured something out with not enough information, and what you would do differently in hindsight.

2. Your single best Claude or ChatGPT prompt, with one or two sentences explaining what it was for and why it worked.

3. A 60-second video answering: "Why is this the right next role for you?" Send a Loom link (free at loom.com, no account required to view) or use any platform you prefer. Just be real.

UpDraft is an equal opportunity employer.