Associate Customer Success Manager

EVERFI

2h•$57,000 - $67,000•Remote

About The Position

This entry-level role will support our Account Management team and is ideal for someone who enjoys building relationships, solving problems, and helping customers get real value from a product or service. This person will learn all aspects of customer experience and may potentially grow into a Customer Success Manager role. Reporting to our Head of Account Management, this role will work closely with the Regional Managers of Account Management, Customer Success Managers, Sales, Support, and Renewals Specialists to ensure customers are engaged, healthy and successful.

Requirements

Bachelor's degree
0–3 years of experience in customer success, account management, support, sales, or a related customer-facing role
Strong communication skills—written and verbal
A proactive approach to problem-solving and customer support
Time Management- being able to balance multiple competing priorities
Ability to demonstrate curiosity, openness to feedback, and agility in a fast-paced environment
Ability to navigate CRM (customer relationship management) systems (e.g., Salesforce, HubSpot) to enter, update, run reports, and track customer data and sales activities

Responsibilities

Customer Success Support
Support CSMs with customer needs across the four regional teams
Assist in the preparation and delivery of key customer meetings like Quarterly Business Reviews (QBRs) and annual Impact Report meetings, including data gathering, slide creation and narrative development
Participate in customer calls as needed
Prepare and maintain documentation, account plans, and account health materials alongside CSMs
Manage the process for running student scholarship contests for our large customers
K-12 Customer Event Planning and Execution
Coordinate logistics for K-12 customer events, including scheduling with the school, resource management, and customer communication
Assist with event tracking, reporting, and post-event follow up
Operational Excellence
Develop and refine customer success processes, playbooks, and projects to increase team efficiency
Help track renewals, expansions, and customer feedback
Foundations Customer Success Responsibilities
Manage a small portfolio of customers and/or support larger complex customers to build core CSM skills including customer communication, relationship management, and project management
Proactively identify issues that could impact customer satisfaction or retention and escalate when needed
Collaborate with internal teams (Sales, Support, Product) to advocate for customer needs
Monitor product usage and customer engagement of dashboards to identify trends, opportunities, and risks across our customer portfolio
Gain and demonstrate increasing product and industry knowledge as needed for long-term success in the CSM role
Document customer interactions, notes, and updates in Salesforce