Customer Success Associate (Internal role)

Sweep is hiring a Customer Success Associate.

This opportunity is open exclusively to internal candidates who are in the company for at least 6 months and based in the EU, fluent in both English and French.

As a Customer Success Associate (Sweep Level 2) in the CSM team, you will help customers continuously realise value from Sweep after implementation and contribute to retention and growth. Your initial focus will be managing a portfolio of pooled customers through a low-touch, one-to-many customer success model, the Pooling System.

The Pooling System is Sweep's structured way of supporting a broader customer base without assigning every customer a named CSM. It combines proactive customer campaigns, self-service resources, human support, usage and health signals, and AI-enabled workflows so customers receive timely guidance, risks are identified early, and customers continue to get value from Sweep.

You will be one of three people working on the Pooling System. This is a real opportunity to help shape and improve a customer success motion that is still in its infancy. Although the engagement model is low-touch, this is not a customer support-only role. You will be accountable for customer outcomes and, where relevant, renewal and expansion opportunities across the pooled portfolio. You will work with your teammates to learn from customer feedback, usage signals, and support patterns, test new ideas, and turn what works into repeatable ways of serving customers at scale. Together, you will help make sure customers receive consistent guidance, get value from Sweep, and know where to turn for help, even when they do not have a named CSM. You will also have the opportunity to use AI to make customer success more proactive, personal, and efficient.

Ok, sounds promising. What will I be doing?

As part of the Success Team, you will play a crucial role in defining the customer journey of our sustainability software implementation, establishing protocols for project delivery, and driving knowledge transfer within the team by mentoring junior team members.

To be more specific, this includes:

1. Commercial customer ownership, renewals, and growth 🤝

• Own or co-own customer outcomes and commercial plans for relevant pooled accounts, using the Pooling System to manage engagement at scale.

• Take responsibility for renewal planning and execution for relevant pooled customers, tracking key dates, customer value, risks, stakeholders, commercial context, and next steps.

• Identify, qualify, and progress relevant upsell and expansion opportunities by understanding customer needs, adoption, usage, and unmet value.

• Lead or support renewal and expansion conversations as appropriate, with support from experienced Customer Success, Sales, or Growth colleagues where needed.

• Connect customer outcomes and adoption to retention and growth, and build practical commercial judgment through real customer conversations.

• Coordinate on proposals and pricing, and escalate complex negotiations, legal topics, or non-standard commercial requests to the appropriate owner.

2. Pooling System: customer engagement and operations 🌱

• Support customers in the Pooling System by responding to questions, requests, and follow-ups in English and French, and help them find answers through Sweep documentation, Sweep School, in-product resources, and relevant use cases.

• Triage requests, resolve routine topics, and escalate to the right owner (Care, Delivery, Product, Engineering, or senior Customer Success, Sales, or Growth for strategic, relationship, or non-standard commercial topics), while owning the customer context and follow-through.

• Run and contribute to one-to-many activities such as campaigns, check-ins, webinars, and product updates that help customers stay engaged and autonomous.

• Design and test new low-touch ways of bringing value to customers, including self-service content, customer education, community, and targeted outreach.

• Work closely with the other member of the Pooling System team to prioritise work, share context, and maintain a reliable operating rhythm.

• Build templates, internal documentation, dashboards, and reporting that make the model easier to run and improve, and keep customer information, actions, and follow-ups organised so that no important request or risk is lost.

• Share customer insight with Product, Data, and other teams to improve the product and the Pooling System model.
  

3. Customer strategy, health, and risk management 🚀

• Monitor customer usage, engagement, adoption, satisfaction, commercial signals, and other available data to identify risks and opportunities.

• Flag potential risks early and help coordinate the right response before they become blockers.

• Follow and improve playbooks for adoption, re-engagement, value realisation, renewal readiness, and growth.

• Help ensure customers consistently get value from the platform and build the evidence needed for retention and growth, even when engagement is delivered through a pooled model rather than a named CSM.

• Share recurring customer questions and patterns with the wider team so that we can improve documentation, education, and the product experience.

4. AI-enabled customer success and process improvement 🤖

• Explore and build practical AI use cases that help the Pooling System serve customers more effectively, including customer request triage, knowledge retrieval, health monitoring, campaign preparation, and follow-up content.

• Help test prompts, agents, automations, and workflows, always applying human review, data-quality checks, and good judgment.

• Identify repetitive work that can be simplified or automated while preserving a high-quality customer experience.

• Measure what works and document new processes so the team can scale successful approaches.
  

At Sweep, artificial intelligence is part of how we work, learn, and build. Every team member uses AI tools daily to speed up operations, improve decision making, and unlock creativity. We don’t expect you to be an expert on day one, but we do expect curiosity, a willingness to experiment, and the desire to use AI as a true partner in your work.

Whether it's analyzing information, drafting content, improving workflows, designing better employee experiences, or supporting distributed teams, you’ll use AI to work faster and smarter. We provide guidance, tools, and best practices so you can get the most out of it.

We’re looking for candidates who already have hands-on experience with AI tools in a professional setting. You should be comfortable using AI to support your daily work, enhance productivity, and create new solutions. If you naturally reach for AI to amplify what you do, you’ll feel right at home here.

That sounds just right for me. What do I need to bring?

Glad you asked. This is who we’re looking for:

Qualifications 🏆

• Professional fluency in English and French, spoken and written, is mandatory. You must be able to communicate with customers and colleagues confidently in both languages.

• Strong interest in customer experience, process improvement, automation, and AI.

• Comfort learning digital tools such as Notion, CRM systems, support platforms, dashboards, and AI tools.

• A structured and data-aware approach to problem solving.

• Clear written communication and an empathetic, service-oriented mindset.

• Interest in sustainability, ESG, climate data, or SaaS is a plus. Prior sustainability experience is helpful but not required if you are motivated to learn.

Qualities 🧠

• You are proactive and notice opportunities to improve how customers are supported.

• You are organised, reliable, and comfortable managing follow-ups across multiple customers.

• You are curious, quick to learn, and willing to ask questions when something is unclear.

• You can explain information simply and adapt your communication to different audiences.

• You enjoy collaborating with others and taking ownership of your work.

• You use AI thoughtfully, with appropriate human review and respect for customer data.

• You care about Sweep's mission and want to help customers make better sustainability decisions with data.

Copy that. And what’s in it for me?

You will work closely with an experienced Customer Success team and receive support as you learn the product, the customer journey, and the Pooling System. You will gain exposure to customer conversations, customer health, support operations, AI-enabled workflows, and the ways Sweep helps organisations use sustainability data. As you build product knowledge, customer judgment, and communication skills, you can progressively take on more direct customer ownership and work toward a named CSM portfolio over time.

This role will give you real commercial experience. You will work on renewal motions and relevant upsell opportunities for pooled customers, learning how customer value, adoption, and risk connect to retention, expansion, and sustainable growth.

This is not a role where you inherit a finished playbook. The Pooling System is still being built, giving you a genuine opportunity to shape how Sweep supports customers at scale. You will help identify what customers need, test better ways to support them, and turn successful ideas into repeatable systems. At the same time, you will develop the core skills of a CSM, creating a potential pathway toward owning a named CSM portfolio in the future.

Success in the role will mean helping customers receive timely, useful support, spotting risks early, improving the quality and consistency of the pooled experience, and contributing to a scalable model that combines human judgment, strong processes, and AI.