Associate Customer Success Manager (Internal Only)

AxisCare

11d • Remote

About The Position

The Associate Customer Success Manager (ACSM) provides frontline support to customers using the AxisCare platform and assists tenured Customer Success Managers in driving customer adoption, satisfaction, and retention. This role is ideal for an early-career professional seeking to grow in SaaS Customer Success within the technology space. The ACSM partners with customers to ensure successful product utilization, and issue resolution while developing a strong understanding of CSM’s workflows and best practices. The ACSM’s primary objective will be to help the CSM ensure the long-term success and satisfaction of our customers, driving adoption, retention, and expansion within their organizations. By leveraging their exceptional interpersonal skills and deep understanding of our SAAS product, the ACSM helps foster strong partnerships and helps maximize the value our clients receive from our solutions.

Requirements

• Associate’s or Bachelor's degree in a relevant field or equivalent work experience preferred.
• Strong problem-solving skills with the ability to analyze complex workflows and data sets.
• 1+ year of experience in customer support, account management, SaaS, or healthcare operations preferred.
• Excellent written and verbal communication skills, especially when documenting processes or explaining technical issues to non-technical users
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Tech-savvy with a willingness to learn new systems quickly.
• Customer-focused mindset with problem-solving abilities.

Nice To Haves

• Experience working in home care, or Medicaid-driven environments.
• Exposure to customer success tools such as ChurnZero, Gong and/or Zendesk.

Responsibilities

• Respond to customer inquiries via phone, or email in a timely and professional manner.
• Assist with one to many approach targeting our Tech Touch customer base, providing platform training to improve customer understanding and product utilization.
• Manage routine customer check-ins and health monitoring.
• Support CSMs with account management activities.
• Track customer milestones, renewal dates, and usage trends.
• Identify at-risk accounts and escalate concerns appropriately.
• Troubleshoot common platform issues and coordinate cross functionally with internal teams as needed.
• Document product feedback and common challenges for internal teams.
• Participate in internal meetings and contribute insights on customer sentiment and platform performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree