Client Success Associate - Support

Sojern is the leading AI-powered marketing platform built for hospitality, designed to boost growth and profitability for the travel industry. The Sojern marketing platform is a set of easy-to-use software and services that delivers unrivaled traveler insight, intelligent audiences, multichannel activation and optimization, and a connected guest experience—​all in one place. More than 10,000 travel marketers rely on our platform annually to find, attract, convert and engage travelers. Sojern, founded in 2007 and acquired by RateGain in 2025, is headquartered in San Francisco, California with teams in the Americas, Europe, Middle East and Africa, and Asia Pacific.

As a Client Success Associate – Support, you will play a vital role in growing and retaining relationships with our hotel partners across Europe, Asia, Oceania, the Middle East, and Africa. Working in a collaborative, team‑based format, you will manage the end‑to‑end client journey post‑purchase—from product education and campaign setup to performance analysis and billing. This role is ideal for a proactive, entry‑level professional who is passionate about delivering world‑class service. To succeed, you should be a natural collaborator who is comfortable using data to drive decisions and eager to find innovative ways to add value to the client experience.

Sojern is seeking a Client Success Associate – Support to join our Client Success team to grow and retain client relationships with our hotel partners and hotel management companies spread across Europe, Asia, Oceania, the Middle East and Africa. We are looking for someone who wants to work in a fast‑paced, innovative company and is passionate about putting the client first. As a Client Success Associate – Support at Sojern, you will be responsible for managing all aspects of the client journey post‑purchase, including but not limited to product education, campaign setup, campaign analysis, creative consultation, and billing activities, with the goals of client retention and growth. In this role, you will serve a portfolio of clients in a team‑based format. This is an entry‑level position, offering a great start to a career in Client Success. This role requires a strong focus on delivering world‑class service to our Sojern clients and consistently thinking of ways we can add value, whether it be in our products, support or engagement activities. To succeed, you must work well with people, be comfortable making data‑driven decisions, and have a drive to learn!

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• Drive product adoption and education, acting as a primary advocate for client success to maximise value and mitigate churn risk.
  
• Maintain high client engagement levels by proactively identifying low utilisation and delivering strategic solutions to improve platform stickiness.
  
• Serve as the central point of contact, ensuring a seamless client experience and consistently high levels of satisfaction.
  
• Deliver high‑quality service aimed at achieving top‑tier NPS (Net Promoter Score) and CSAT (Customer Satisfaction) results.
  

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• Manage daily support operations, including resolving queries regarding product suites, troubleshooting billing or account setup, and coordinating between teams to close tickets.
  
• Directly handle and resolve escalations, collaborating with internal teams to provide swift, effective solutions.
  
• Manage client expectations through consistent, transparent communication across phone, email, and web conferencing.
  

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• Analyse and interpret performance data to provide actionable campaign recommendations and identify upsell opportunities that align with client goals.
  
• Coordinate user‑focused onboarding and training, ensuring new clients are equipped for long‑term success from day one.
  
• Develop new concepts and ideas to keep client strategies fresh and competitive within their industry.
  

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• Partner closely with internal stakeholders on day‑to‑day operational processes to streamline workflows.
  
• Contribute to project‑based initiatives and cross‑departmental tasks to support evolving business needs.
  

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• Bachelor’s degree in Business, Accounting, Marketing, Communications, Finance, or a related field.
  
• 1–2 years of industry or job‑related experience.
  
• Exceptional communication skills, with the ability to interact confidently with cross‑functional partners and diverse internal/external teams.
  
• Proven multitasking ability, specifically in managing multiple accounts and workflows simultaneously while providing proactive client service.
  
• Strategic mindset, with a strong ability to identify key results and critical solutions that align with campaign and business objectives.
  
• Highly organised and self‑motivated, with a “roll up your sleeves” attitude and the flexibility to wear multiple hats in a fast‑paced environment.
  
• Adaptable schedule, with the ability to flex working hours to ensure seamless collaboration across international time zones.
  
• Multilingual proficiency in a major European language (e.g., French, German, Spanish, or Italian) is strongly preferred to support our diverse client base.
  
• Technical aptitude, specifically with experience handling or troubleshooting technical products and platforms (a plus).
  

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• Opportunities: Be part of a growing team with training and support to help you grow
  
• Ownership: Lead creative and challenging projects
  
• Give Back: We give 20 hours a year to volunteer and organize office volunteer programs with local organizations
  
• Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment
  
• Competitive Localized Benefits
  
• Time Off: Flexible vacation days
  

We are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. xcfaprz We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.