Graduate AI Customer Success Associate

Graduate AI Customer Success Associate

Location: Hybrid (3 days per week in London-based office)

Salary: £30,000 – £38,000 (depending on experience)

What We Are

SOFI is a groundbreaking AI platform designed to transcribe, notarize, and analyse meetings within the financial services industry, providing detailed insights tailored to user requirements. Our goal is to make financial meetings smarter, clearer, and more productive.

SOFI is ‘Meetings Reimagined’.

Role Summary

This is a full-time, entry-level role for a Graduate AI Customer Success Associate. You’ll play a vital part in ensuring client success and satisfaction, supporting users, and helping to build long-term engagement. You’ll also analyse customer interactions and feedback to help improve the product experience.

You’ll work closely with the Customer Success Manager to handle client queries, encourage product adoption, and deliver exceptional service. Over time, you’ll have the opportunity to manage a small portfolio of your own clients (typically 1–2 advisers), while the CS Manager focuses on medium and large accounts. This role is a great pathway into a future Customer Success Manager position.

What You’ll Do

• Client Support: Manage support queries through email, workshops, incoming, and outgoing calls, ensuring exceptional client experiences.
• Custom Report Management: Support the creation and refinement of custom report outputs in collaboration with the CS Manager.
• Usage Monitoring and Improvement: Help monitor client usage of SOFI, drive improvements, and encourage platform adoption to enhance client success.
• Training and Workshops: Assist with delivering and facilitating client training workshops, check-in meetings, and onboarding sessions.
• Client Reports: Prepare detailed client reports on usage, engagement stats, and adoption metrics to assist the Customer Success Manager in client strategy and reviews.
• Support Queries: Monitor incoming support queries, ensuring timely resolution and clear communication back to clients.
• New Features and Releases: Support testing of new SOFI features, ensuring clients are informed and trained on new functionalities.
• Guides and Videos: Assist in creating, updating, and enhancing client guides, support documentation, and training videos to support client self-service.

Who You Are

• Proactive, friendly, and client-focused
• Organised, detail-oriented, and capable of multitasking
• Excellent communication and interpersonal skills
• Comfortable working with data, reports, and digital platforms
• Enthusiastic about technology, particularly AI and SaaS solutions
• A team player eager to contribute to company growth and client satisfaction

Ideal Candidate

This role is ideal for recent university graduates or individuals looking to start a career in Customer Success. Previous support experience in customer-facing roles is welcome but not essential, as comprehensive training and support will be provided.

Qualifications

• A minimum of a 2:1 undergraduate degree (or equivalent) from a recognised university
• Experience in customer service, client support, or account coordination is beneficial but not essential
• Strong organisational and problem-solving skills
• Proficient in Microsoft Office, CRM systems, and data management tools (training provided)
• Previous experience in a SaaS or tech environment is advantageous but not required
• Ability to quickly learn and adapt to new technology platforms

What We Offer

• Competitive salary: £30,000 – £38,000 (depending on experience)
• Opportunities for career growth, including progression into a Customer Success Manager role
• 25 days annual leave, including an extra day off for your birthday
• Comprehensive medical and dental insurance
• Critical illness cover
• 9% company pension contributions (with a minimum 4% employee contribution)
• A supportive, collaborative, and innovative work environment

Apply Now

Join our client-centric team and help redefine the financial services industry with SOFI. If you’re ready to build your career in tech and customer success, we’d love to hear from you.