Customer Success Associate

Customer Success Associate (3-4 days per week, Hybrid-NYC)

The Customer Success Associate is an early-career role on Thread Magic Inc.ʼs
Customer Success team, designed for recent graduates looking to start their
career at the intersection of technology, AI, and customer success.
Thread is an AI-native platform, and in this role, you will work closely with IT
Managed Service Provider MSP) partners to help them successfully implement
and adopt our product within their workflows. This includes both relationship
management and hands-on configuration, requiring a balance of business thinking and technical curiosity.
 

You will own and manage a portfolio of small to mid-sized MSP partners—guiding them through onboarding and supporting their long-term success with Thread. From initial setup and configuration through ongoing adoption, retention, and growth, you will serve as the primary point of contact and trusted advisor for your partners.
 

This role is ideal for candidates who enjoy working on the “business end of
technical”—those who are comfortable learning new systems, thinking through
workflows, and helping customers translate technology into real operational value.
 

Youʼll receive training, mentorship, and support from senior members of the
Customer Success team, while developing the skills needed to grow into a more
senior CSM role.
 

This is a hybrid role based in New York City, with an expectation of working in-
office 3-4 days per week starting in mid-June. Youʼll also have opportunities to
participate in company events, team offsites, and partner-facing activities.
 

What Youʼll Do
 

• Own and manage a portfolio of small to mid-sized MSP partners across their
  full lifecycle—from onboarding through long-term success, retention, and
  growthCustomer Success Associate1
• Lead onboarding experiences, including guiding partners through technical
  setup, configuration, and workflow alignment within Thread
• Help partners integrate Thread into their day-to-day operations, ensuring strong adoption and time-to-value
• Build strong relationships with partners and act as their primary point of contact at Thread
• Proactively engage partners through email, calls, and virtual meetings to drive product usage and long-term success
• Monitor partner health (usage, engagement, activity) and take action to address risks or improve outcomes
• Identify opportunities for increased product usage and partner growth, partnering with the Growth team as needed
• Support retention by ensuring partners are consistently realizing value from both the product and its AI-driven capabilities
  • Collaborate cross-functionally with:
    - Support to troubleshoot issues and resolve escalations
    Product & Engineering to share feedback on workflows, AI performance, and partner needs
    - Marketing & Community to support engagement and advocacy efforts
    - Contribute to building scalable onboarding and enablement resources (guides, videos, documentation)
    - Maintain accurate records of partner interactions and configurations in internal systems
     

What You Should Have

• Bachelorʼs degree (or graduating soon), ideally in MIS, Information Systems, Business + Technology, or a related field
• Strong interest in working at the intersection of technology, AI, and customer-facing roles 
• Ability to learn new software quickly and think through systems, workflows, and configurations
• Comfort with technical concepts APIs, integrations, workflows, or similar) even if you donʼt have deep engineering experience
• Strong communication skills—able to explain technical concepts clearly to non-technical users
• Ability to take ownership of relationships and manage multiple accounts independently
• Strong organizational and problem-solving skills
• Curiosity, adaptability, and a willingness to learn in a fast-paced startup environment 
• Empathy and a genuine desire to help customers succeed
• Willingness to work in-office in NY 3-4 days per week
   

Bonus Points For
 

• Internship or coursework related to systems implementation, business analysis, or SaaS tools
• Experience working with or supporting customers in a technical or operational capacity
• Familiarity with concepts like integrations, automation, or AI-driven
  workflows
• Experience with CRM, support, or customer success platforms
• Interest in growing into a Customer Success Manager or technical customer-facing role over time