Client Success Associate - SaaS Software

Client Success Associate

Full Time – SaaS Software

Job Description

About Us:

TEXO provides cloud-based linen management software, marketing, and IT services that serve the Healthcare, Hospitality, and Food & Beverage industries. We are an industry leader with a strong commitment to investing in our products and services and are growing our team to meet the needs of our evolving customer base. We have been satisfying our customers for over 25 years through innovation and creative problem solving.

Role:

As a Client Success Associate for our SaaS software products (non-IT or Marketing), you will play a key support role within the Client Success organization, helping ensure our customers receive an exceptional experience throughout their lifecycle. This position partners closely with Client Success Managers to support customer retention, engagement, renewals, and overall client satisfaction.

The ideal candidate is highly organized, detail-oriented, proactive, and passionate about delivering excellent customer experiences. This role blends administrative, operational, and client-facing responsibilities, providing opportunities to interact directly with customers while supporting the broader goals of the Client Success team.

Overall, the goals of a Client Success Associate are:

• Support the Client Success team in delivering a best-in-class customer experience that drives retention and satisfaction.

• Help coordinate customer-facing initiatives, renewals, meetings, and communications that strengthen customer relationships and support long-term growth.

Primary Responsibilities:

• Support Client Success team in managing customer accounts and maintaining strong client relationships.

• Assist with the preparation and coordination of Quarterly Business Reviews (QBRs), presentations, customer reports, and meeting materials.

• Generate customer contracts, renewal agreements, order forms, and other customer-facing documentation.

• Coordinate customer meetings, business reviews, training sessions, and internal planning meetings.

• Manage scheduling, meeting logistics, agendas, and follow-up action items.

• Maintain accurate customer records, notes, and activities within HubSpot and other company systems.

• Assist with customer onboarding, implementation coordination, and account transitions as needed.

• Monitor customer requests and ensure timely follow-up with the appropriate internal teams.

• Collaborate with internal departments to help facilitate the successful delivery of products and services.

• Support renewal and expansion initiatives through administrative preparation, customer communication, and documentation.

• Build a working knowledge of all company products and services to effectively support customers and internal teams.

• Identify opportunities to improve client engagement processes and operational efficiency.

• Participate in customer meetings and communications to strengthen relationships and provide a high level of service.

• Assist with special projects and strategic initiatives within the Client Success organization.

Requirements:

• Bachelor's degree from an accredited college or university preferred.

• 2+ years of experience in customer success, account management, customer service, sales support, project coordination, or a related field.

• Excellent written, verbal, and interpersonal communication skills.

• Strong organizational skills with exceptional attention to detail.

• Ability to manage multiple priorities and deadlines in a fast-paced environment.

• Experience with standard business software, including Microsoft Office products and HubSpot (or similar CRM platforms).

• Laundry industry and/or cloud-based software experience preferred.

• Strong problem-solving skills and a customer-first mindset.

• Be an exceptional team player with all staff.

• Adherence to company Information Security Policies.

• Available to travel occasionally to company-related events, customer visits, industry conferences, and trade shows.

Perks:

Creativity: Lead creative and challenging projects

Growth Opportunities: Be part of a growing team with mentorship and support to aid your professional growth

Culture: Strong core business values with a focus on teamwork in a dynamic environment

Recognition: Employee and peer-to-peer rewards programs

At TEXO, we treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

TEXO reserves the right to add to or change this list at any time. Not all roles and responsibilities may be listed within this document.