The Junior Association Success Manager (Jr. ASM) serves as the dedicated relationship owner for a portfolio of small to mid-size professional and trade association partners. This role is responsible for driving renewal retention, contract growth, and a consistently high standard of client success across assigned accounts. The Jr. ASM operates with strategic guidance from the Director of Association Success, developing the client management and business acumen needed to advance into a full ASM role over time. The ideal candidate is organized, proactive, and genuinely invested in the success of the associations they serve.
Client Relationship Management
- Serve as the primary point of contact for a portfolio of small to mid-size association partners, providing responsive service and proactive outreach throughout the contract year.
- Build trusted relationships with key association stakeholders — staff, board contacts, and executive decision-makers — through consistent, value-focused engagement.
- Conduct regular account check-ins, business reviews, and renewal conversations aligned with each partner's planning calendar.
- Champion client satisfaction by listening actively, escalating issues quickly, and following through on commitments.
Renewal Retention
- Own the renewal process for assigned portfolio accounts, driving timely re-engagement and contract closure against defined retention targets.
- Monitor renewal pacing throughout the year, flagging at-risk accounts early and working with the Director of Association Success to develop recovery strategies.
- Document renewal conversations, stakeholder sentiment, and risk factors in Salesforce to support accurate forecasting and pipeline visibility.
Contract Growth & Expansion
- Identify and pursue upsell and cross-sell opportunities within the assigned portfolio, coordinating with Business Development and Portfolio Performance teams as appropriate.
- Support partners in expanding their use of Naylor's media, digital, and software solutions by connecting their goals to available offerings.
- Track contract growth against established targets and report progress in regular team reviews.
Customer Success & Performance Oversight
- Monitor project delivery and partner satisfaction across the portfolio, collaborating with Portfolio Performance Managers to ensure execution is on track.
- Communicate performance data clearly and proactively — surfacing wins, flagging gaps, and framing recommendations in terms partners can act on.
- Participate in business review prep, contributing account-level context and relationship history to ensure reviews land with the right impact.
- Maintain accurate, up-to-date account records in Salesforce, including contact data, notes, contract status, and activity history.
Internal Collaboration & Development
- Work closely with Portfolio Performance Managers, Sales, and cross-functional teams to deliver coordinated, high-quality client experiences.
- Participate actively in mentoring sessions and coaching conversations with the Director of Association Success, building toward full ASM-level ownership over time.
- Contribute to team knowledge-sharing, process improvement, and best practice development as the portfolio grows.
KEY PERFORMANCE INDICATORS
- Renewal retention rate across assigned portfolio (primary)
- Year-over-year association contract growth (revenue and/or product scope)
- Expansion and upsell activity within existing accounts
- Client satisfaction scores and qualitative account health
- CRM hygiene and pipeline documentation accuracy
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 3-5 years of experience in client relationship management, account management, or a customer-facing role; B2B experience preferred.
- Demonstrated track record of client retention and relationship development.
- Strong written and verbal communication skills; confident and professional in client-facing settings.
- Organized and detail-oriented, with the ability to manage multiple accounts and competing priorities simultaneously.
- Proficient in Microsoft Office; Salesforce or comparable CRM experience preferred.
- Comfortable working in a metrics-driven environment and accountable to defined targets.
- Willingness to travel up to 20% as required by the portfolio.
- Client-first mindset: genuinely invested in partner success, not just contract status.
- Low churn track record: earns trust, identifies risk early, and acts on it.
- Strong communicator: clear, professional, and consistent across email, phone, and in-person interactions.
- Organized and self-directed: manages a portfolio proactively without needing to be pushed.
- Growth-oriented: coachable, curious, and motivated to develop toward broader account ownership.
- Collaborative: works well across teams, shares context generously, and doesn't operate in a silo.
Naylor Association Solutions is an equal opportunity employer and is committed to hiring a diverse workforce.
