Customer Success Associate

EQL•Denver, CO

13d•$70,000 - $80,000•Hybrid

About The Position

At EQL, we’re building tools for brands that don’t just have customers—they have fans. These are the high-stakes cultural moments where passion runs deep, but the experience has often been broken: sites crash, bots win, and real fans lose out. EQL is changing that. We’re creating the world’s first fair launch platform to help retailers manage demand, block bad actors, and deliver seamless experiences that give real fans a fair shot. We are backed by top VCs and angels, solving big, meaningful problems with smart tech and a bold, collaborative team. We’re building a culture where curious, kind, and ambitious people thrive. We want to help shape the future of fan-first commerce.

Requirements

1–3 years in a customer-facing role — CS, customer support, account coordination, community management, marketing, or similar.
Strong communication skills: ability to send clear, warm, and efficient emails and run group calls.
Comfort with product: ability to get up to speed on EQL products (platform and native Shopify app) with team mentorship.
Detail-oriented and organized: ability to manage a pool of accounts and know what's happening across all of them without dropping anything.
Comfort with data: ability to read dashboards, spot trends, and make decisions based on data.
Curiosity about EQL's categories: interest in why fans line up for a drop.
Ability to collaborate across teams: comfortable sharing context, aligning on account handoffs, and working toward shared GTM goals.

Nice To Haves

Prior CS Associate or Customer Success Coordinator experience is a plus but not required.

Responsibilities

Own the relationship with our small and mid-size partners. You'll be the named contact for 100+ businesses across geographies, running most touchpoints at the group level rather than one to one.
Run the community programme: quarterly group calls by category (TCG, streetwear, distilleries, artist collabs), a monthly newsletter, EQL's brand community channels, and outreach triggered by NPS and health signals.
Onboard new retailers: SMB accounts come to you for activation through EQL's onboarding playbook.
Watch account health: reading the health dashboard, spotting accounts drifting away or quietly growing, and picking the right response.
Know what's coming: watch retailer's social channels for teasers of new products and collaborations.
Bring the retailer's view back to us: notice when the same question keeps surfacing from community-tier accounts and feed those patterns into the CS team's regular session with Product.
Work closely with Marketing and Sales: surface retailer stories, category insights and launch wins for newsletters, campaigns and co-marketing; coordinate with Sales to flag accounts showing expansion or graduation signal and keep handovers clean.
Help shape how the team works: contribute to refining the SMB playbook, the newsletter and the group-call format.