Customer Success Associate, New Grad

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist Customer Success Managers with everyday customer-facing tasks.

• Facilitate merchant onboarding and coordinate account setup.

• Monitor onboarding milestones and track pending customer tasks.

• Follow up with merchants regarding routine onboarding inquiries.

• Offer approved guidance on basic navigation of the platform.

• Aid customers in finding documentation and support resources.

• Support customers in utilizing storefront, questionnaire, and checkout workflows.

• Record customer inquiries and reported platform issues.

• Escalate technical issues to the relevant teams.

• Maintain precise customer records and follow-up notes.

• Update assigned tasks in the approved CRM and customer success systems.

• Prepare notes and action items for customer meetings.

• Assist with customer education and adoption initiatives.

• Identify frequent onboarding questions and recurring support requirements.

• Contribute to internal knowledge resources and onboarding documentation.

• Support regular customer engagement activities.

• Organize account information and gather customer feedback.

• Assist with customer success reporting and internal summaries.

• Learn how customer adoption, engagement, and retention metrics are evaluated.

• Communicate professionally with entrepreneurs and business owners.

• Collaborate with Customer Success Managers and support teams.

• Participate in platform training and customer success coaching.

• Inquire and apply feedback to enhance performance.

• Adhere to customer communication and escalation protocols.

• Escalate clinical, pharmacy, and compliance issues to authorized teams.

• Comply with privacy, security, and information handling standards.

• Accurately manage assigned tasks and follow-up responsibilities.

• Identify areas to enhance routine customer support processes.

• Develop practical knowledge of e-commerce and SaaS Customer Success.

• Take the initiative and build confidence in customer-facing roles.

⛳️ Requirements

• Recent graduate, early-career professional, or individual with equivalent practical experience.

• Interest in pursuing a career in Customer Success, account management, or customer-facing SaaS operations.

• Excellent written and verbal communication skills.

• Ability to communicate professionally with customers and internal teams.

• Strong organizational skills and meticulous attention to detail.

• Capability to manage assigned tasks and honor commitments.

• Comfortable learning and navigating web-based software platforms.

• Basic understanding of customer service and problem-solving principles.

• Eagerness to learn about e-commerce businesses and online merchant operations.

• Ability to clearly convey information and ask questions when necessary.

• Strong willingness to learn new software tools and internal processes.

• Ability to work independently while collaborating with a remote team.

• Open to receiving feedback and applying it for performance improvement.

• Ability to identify when a customer request necessitates escalation.

• Strong sense of accountability regarding assigned responsibilities.

• Ability to keep accurate notes, records, and follow-up tasks.

• Comfortable using email, spreadsheets, and online collaboration tools.

• Ability to manage multiple tasks and competing priorities effectively.

• Professional and respectful communication abilities.

• Willingness to adhere to established support and customer success procedures.

• Understanding the significance of privacy and secure information handling.

• Interest in working closely with entrepreneurs and business owners.

• Availability to collaborate during required U.S. Eastern Time working hours.

• Comfortable working in a growing software company with dynamic processes.

• Strong initiative, curiosity, and willingness to take ownership of tasks.

• A Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field is preferred.

• Internship experience in Customer Success, customer support, account management, or SaaS is advantageous.

• Experience in a customer-facing role is beneficial.

• Experience assisting customers via email, chat, or phone is preferred.

• Familiarity with Shopify, BigCommerce, or other e-commerce platforms is a plus.

• Personal experience operating a Shopify store, TikTok Shop, Amazon business, or other online shop is a bonus.

• Experience participating in an entrepreneurial project or student-run business is desirable.

• Familiarity with direct-to-consumer business models is beneficial.

• Interest in software platforms utilized by entrepreneurs and online merchants is a plus.

• Experience using HubSpot, Salesforce, Zendesk, Intercom, or similar tools is an advantage.

• Familiarity with Google Workspace or Microsoft Office is a plus.

• Experience maintaining spreadsheets or tracking project tasks is beneficial.

• Experience preparing meeting notes and follow-up summaries is a plus.

• Experience assisting with customer onboarding or software training is advantageous.

• Familiarity with online storefronts, checkout processes, and subscription businesses is a plus.

• Experience working in a startup or small business environment is beneficial.

• Experience collaborating with remote teams is advantageous.

• Interest in healthcare technology or telehealth software is a plus.

• Experience creating help articles, tutorials, or customer-facing documentation is a bonus.

• Strong interest in learning about customer retention, product adoption, and account management practices is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity for professional growth and development.

• Flexible work hours and a remote-friendly environment.

• Access to training and mentorship programs.

• Engaging company culture that values collaboration and innovation.