Customer Success Advisor

About Our Client

Our client is a fast-growing SaaS company transforming how Managed Service Providers (MSPs) and Technology Service Providers operate. Their robotic process automation (RPA) platform automates back-office tasks across PSA, RMM, billing, and support systems—freeing teams to focus on strategic growth.

To support this evolution, they are expanding their Customer Success team with dedicated associates who can ensure customers adopt, scale, and succeed with automation.

Role Overview

As a Customer Success Advisor (CSA), you’ll be on the front lines of customer engagement, onboarding, and expansion. You’ll support a portfolio of accounts in partnership with Automation Strategists, ensuring MSP clients drive meaningful automation outcomes, expand their usage, and remain long-term partners.

This role is ideal for someone who thrives in a fast-paced SaaS environment, has strong communication and project coordination skills, and wants to build a career in Customer Success.

Responsibilities

• Customer Onboarding: Assist in onboarding new customers working with Implementation Specialists, ensuring smooth platform setup, training milestones, and adoption of initial workflows.
• Usage Monitoring: Track customer automation task usage and proactively identify opportunities to expand and optimize adoption.
• Customer Engagement: Coordinate and facilitate check-ins, QBRs, and feedback loops to ensure customer health and satisfaction.
• Issue Resolution: Triage technical challenges related to APIs and tool integrations, while routing issues to appropriate support or product teams, ensuring timely resolution and follow-up.
• Churn Prevention: Monitor health indicators, usage drop-offs, and renewal timelines to flag risks and support retention strategies.
• Documentation & Enablement: Create and maintain documentation, such as process workflows, to drive customer understanding of opportunities and enable internal support teams
  
  

• 3-5 years of experience in a customer-facing role (Customer Success, Account Management, Support, or Onboarding) in a SaaS or MSP-related environment.
• Comfortable with cloud-based tools (e.g., HubSpot, Notion, or similar).
• Strong organizational skills and ability to manage multiple priorities.
• Clear communicator — able to simplify complex concepts for non-technical users.
• Curious and eager to learn about automation, operations, and MSP business models.
  
  

• Familiarity with PSA, RMM, and/or RPA tools (e.g., ConnectWise, Autotask, Kaseya, UiPath, etc.).
• Some familiarity with APIs and how they are used to integrate products
• Ability to obtain and maintain required product certification(s) in low-code RPA tool
  
  

• Be part of a high-growth SaaS company solving real problems for IT service providers.
• Work alongside a team that values clarity, autonomy, and action.
• Contribute to the evolution of a modern pricing model that rewards usage and outcomes—not just licenses.
• Access to growth opportunities into senior customer success, account management, or automation strategist roles.