Customer Success Associate (CSA) at Easol – London, Kentucky

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.

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.

• 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

• 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

• 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

• Understand customer goals, challenges, and success metrics
• Identify opportunities to improve adoption and performance
• Share insights to support better team decisions

• Support key outcomes: faster time to on-sale, increased adoption, and stronger engagement
• Turn discussions into clear actions and drive execution

• 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

• Develop core CSM skills: ownership, proactivity, communication, and commercial awareness
• Progress from supporting execution to independently driving customer outcomes

• 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.

• 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.