Client Success Associate

About Us:

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 was founded in 2007 and acquired by RateGain in 2025, with teams in the Americas, Europe, Middle East and Africa, and Asia Pacific.

The Role:

Sojern is seeking a Client Success Associate to join our Client Success team to grow and retain client relationships with our hotel partners and hotel management companies by working directly with decision makers to grow our business in North America.

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 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 role requires 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!

Primary Responsibilities:

• Maintain healthy client engagement levels by identifying low utilization and providing solutions to further drive client success

• Demonstrate excellent client communication skills over the phone, email, web conferencing and in person

• Serve as a central point of contact while ensuring a high level of client satisfaction.

• Maintain regular communication with both the client and internal teams, consistently managing client expectations

• Drive overall client product adoption and education, advocate for clients’ success, and mitigate risk of client churn

• Coordinate with internal partners to develop user-focused training, onboarding, and engagement

• Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet client goals

• Partner closely with internal teams on day-to- day operational processes

• Provide high-quality service to drive positive NPS and CSAT scores

What you bring to the table:

• Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)

• 1-2 years’ industry or job related experience

• Ability to manage the challenges of juggling multiple accounts whilst providing excellent proactive client service

• Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns

• Great time management and organizational skills

• Willing to wear multiple hats and roll up your sleeves to get the job done

• Great with people – ability to work comfortably with many internal and external teams

Equal Opportunity Employer

We are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. 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.