Customer Success Associate (CSA)
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.
Role:
This role sits at the core of Easol’s Customer Success function, acting as a key support to drive accounts forward with structure and momentum. You’ll work closely with CSMs to manage onboarding and ongoing projects, owning follow-ups, coordinating stakeholders, and ensuring progress between meetings. Alongside this, you’ll build strong product expertise, becoming a trusted resource for both the team and customers to maximise platform adoption and value.
This role is a clear pathway into a full CSM role. You’ll develop a deep understanding of customer goals and challenges, contribute to outcomes like faster time to on-sale and increased adoption, and help turn discussions into actionable plans. Over time, the expectation is to progress from supporting execution to independently owning customer relationships and driving outcomes end-to-end. The role will also own implementations of smaller sized creators.
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.
