Customer Success Associate

Overview
As a Customer Success Associate, you will support a portfolio of small-medium business customers within our Scaled Success segment, ensuring they have a consistent, high-quality experience. This is a hands-on, high-impact role where you’ll manage a book of business while also helping us build the future of how we support and scale success across a high volume of customers.

You are tech-savvy, highly organized, and eager to learn. You bring strong customer instincts, a bias toward action, and a willingness to roll up your sleeves to solve problems and improve processes. You’ll play a key role in both supporting customers day-to-day and helping evolve our playbooks, systems, and approach to scaled customer success.

You will work closely with customers to ensure their needs are met consistently, help set and reset expectations as needed, and contribute to retention by driving overall account health and satisfaction. You lead with empathy, stay curious, and are comfortable operating in a fast-paced, evolving environment.

Day in the Life

• Manage a book of SMB customers, ensuring consistent engagement and a strong overall customer experience
• Support customer product adoption and ongoing success through structured and scaled touchpoints
• Respond to customer inquiries and proactively address risks, ensuring timely resolution and follow-through
• Partner with internal teams (Leave Success, Support, Product, etc.) to resolve customer issues and escalations
• Help identify expansion opportunities and contribute to customer advocacy efforts
• Track and communicate customer health using both qualitative insights and quantitative data
• Maintain accurate and up-to-date records in our CRM, prioritizing risks and opportunities across your book
• Monitor trends across SMB accounts and help develop proactive plays to improve engagement and retention
• Contribute to building and refining scalable processes, playbooks, and automation for managing high-volume accounts
• Continuously build your knowledge of the platform, leave management, and compliance landscape
• Act as a voice of the customer by surfacing feedback and identifying opportunities to improve product and experience

You’re a great fit if:

• 1-2 years experience in customer success, account management, support, or a related customer-facing role
• You are highly organized
• You are tech-savvy and comfortable learning and navigating multiple systems quickly
• You are empathetic, personable, and skilled at building trust with customers
• You are curious and ask thoughtful questions to understand customer needs and goals
• You have strong communication skills and can clearly convey value and next steps to customers
• You are proactive and take ownership of your work, while also knowing when to ask for help
• You are comfortable in a fast-paced, evolving environment and excited to help build and improve processes
• You have strong attention to detail and can balance urgency with importance effectively
• You are adaptable, resourceful, and comfortable working with some ambiguity

Nice to Have

• Experience in HR tech, leave administration, or benefits administration platforms
• Exposure to QBRs, customer reporting, or business review preparation
• Familiarity with CRM and support tools such as Salesforce, HubSpot, Zendesk, or Gainsight
• Experience working in SaaS environments with customer success or support tooling
• Background supporting or managing HRIS or payroll integrations
• Experience working in a remote environment

Competencies

Health & Family First

• You’ve proven to be able to integrate all aspects of your life in a way that produces excellent work and ensures you care for what matters most in your life
• You get things done at a pace consistent with the business needs
• You consistently show up prepared, dependable, and follow through on commitments

Autonomy + Team. Always

• You are highly organized and can manage multiple priorities and deadlines at once
• You are focused on scale and building — you understand that pace is equally as important as quality

Be Curious

• When you don’t have all of the answers, you dig in and ask questions
• You don’t let negative assumptions drive your actions and instead assume positive intent and find truth
• You are intentional in discovering the paths of self-development available and seek out opportunities to engage in professional growth

Love Our Customers

• You lead with empathy and compassion, meeting customers where they are and supporting them with intention and care
• You take the time to deeply understand customers’ needs, goals, and challenges, not just the task at hand
• You communicate openly and honestly, even when conversations are difficult

Fearlessly Flexible

• You embrace change and navigate ambiguity with confidence and curiosity
• You take initiative and make progress even when direction isn’t fully defined

Pay Rate: $24/ hour
Start Date: ASAP!
Schedule: 8am - 5pm | Monday-Friday in a US timezone
Training: 4-6 weeks | Monday-Friday 10am-7pm MST

Equipment is provided!

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Locations not eligible: 

• OCONUS - EU Countries
• California
• District of Columbia
• Illinois
• Montana
• Rhode Island