Customer Success Associate (CSA) at easol

Team: Customer Success Location: London Easol is the operating system for the Experience Commerce market. Our ambition is bold - to become the category leader in a $300bn+ space. We power professional experience creators with a fully integrated platform that brings together website, booking engine, payments, sales & marketing tools, operations, and data & insight - all underpinned by AI. Easol enables enterprise creators to streamline, scale and transform their businesses through a single, end-to-end system. Today, we focus on two core verticals: Music, with clients including Coachella, Live Nation and Afro Nation - and Entertainment, with clients including Swingers Crazy Golf and Hijingo. Over the next year, we’ll be deepening our product in each vertical and expanding into new segments. We’re a fast-growing, well-funded business that has doubled in size in 2025, with a clear pathway to do the same again in 2026. A key pillar of our strategy is building AI-centric workflows directly into the platform, transforming how creators design, sell and operate their experiences. Responsibilities CSM Team Support & Enablement Support the CSM team by unblocking issues and driving day-to-day account progress Own follow-ups and ensure actions are delivered between meetings Help prepare for customer engagements with relevant context and insights Project Management & Implementation Maintain clear onboarding and project plans for each customer Track progress, flag risks early, and keep implementation on track Coordinate across teams and customers to ensure accountability and delivery Product Expertise & Technical Upskilling Build strong knowledge of the Easol platform and best practices Act as a go-to for product-related queries within the team Support feature adoption and continuously develop technical understanding Customer Understanding & Insight Understand customer goals, challenges, and success metrics Identify opportunities to improve adoption and performance Share insights to support better team decisions Driving Customer Outcomes Support key outcomes: faster time to on-sale, increased adoption, and stronger engagement Turn discussions into clear actions and drive execution Feedback & Continuous Improvement Gather and synthesise customer feedback to identify trends and improvements Work with Product and Engineering (via CSMs) to inform platform enhancements Identify opportunities to improve onboarding and implementation processes Learning & Progression to CSM Develop core CSM skills: ownership, proactivity, communication, and commercial awareness Progress from supporting execution to independently driving customer outcomes   🌟 About You Strong project management capability - you plan, prioritise, and manage multiple work streams with clarity and control. Highly organised with excellent time management - you consistently deliver on time and keep stakeholders aligned. High ownership mindset - you take full accountability and ensure nothing slips. Execution-focused with strong attention to detail - you deliver high-quality work with minimal supervision. Proven ability to perform in high-pressure, fast-paced, or competitive environments. Proactive problem solver - you identify risks early and take action before they escalate. Able to operate with pace - you manage competing priorities effectively in a fast-moving environment. Clear and effective communicator with strong written and verbal skills. Analytical and data-driven - you use data to inform decisions and improve delivery. Process and efficiency driven - you leverage tools, AI, and structured workflows to scale output. Team-oriented and supportive - you work closely with CSMs and enable their success. Customer-aware - you understand the impact of your work on end customers and prioritise accordingly. Experience in startup, scale-up, or rapidly changing environments is a plus. Basic understanding of e-commerce, web analytics, or digital marketing is advantageous. Curious, adaptable, and committed to continuous improvement. Bachelor’s degree or equivalent experience. 🌍 What you’ll enjoy at Easol A high-performing, ambitious team with a strong culture of ownership and collaboration. The opportunity to play a direct role in driving company growth. A dynamic environment where your ideas and initiatives have real impact. Flexible working with a balance of in-office collaboration and autonomy. Unique perks including a company-funded “deep week” for focused personal projects. Personal development budget, wellness contributions, and 33 days holiday.