[Remote] Associate Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. EasyLlama is transforming the HR compliance industry by reinventing outdated training solutions for the mobile-first generation. The Associate Customer Success Manager will manage inbound customer inquiries and ensure a high-quality customer experience in a fast-paced, automated environment.
Responsibilities
- Own all inbound customer inquiries for the scaled segment (email, chat, support tickets)
- Respond quickly and effectively to: Product questions
- Basic troubleshooting
- Account and billing requests
- Process Upgrades
- Triage and escalate more complex issues to Support, Product, or Engineering
- Ensure nothing slips through the cracks across a high volume of requests
- Maintain clean, accurate data across CRM and support tools
- Identify patterns in inbound requests and drive improvements to: Help center content
- Macros and templates
- Automated workflows
- Partner cross-functionally to improve the efficiency and quality of the scaled customer experience
- Help build our scaled Customer Success motion
Skills
- 1–3 years in Customer Success, Support, or another customer-facing role
- Strong written communication — clear, concise, and friendly
- Highly organized with strong attention to detail
- Ability to manage high volume with speed and accuracy
- Systems-oriented — comfortable working within and improving structured processes
- Resourceful and proactive — you look for patterns and solve problems, not just respond to them
- Experience supporting a scaled or high-volume customer segment
- Familiarity with tools like HubSpot, Front, or similar
- Experience working in a SaaS environment
Benefits
- Flexible, fully remote environment
- Competitive employer-sponsored health insurances
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
- Annual wellness stipend
- PTO
- Monthly team events
Company Overview