Customer Success Associate

Collective Goods Holdings, Inc.

7d•$50,000 - $56,000•Remote

About The Position

Books Are Fun is seeking a dynamic, relationship-oriented Customer Success Associate (CSA) to join our mission-driven team. This high-impact, client-facing role reports to a Senior Customer Success Manager, focusing on delivering white-glove service to schools participating in our Book Blast program, ensuring they have an outstanding experience from onboarding through renewal. The ideal candidate is passionate about customer experience, thriving in a sales-driven environment, who anticipates client needs and consistently delivers a wow experience.

Requirements

Strong communication, relationship-building, and problem-solving skills.
Customer-centric mindset with passion for creating exceptional experiences and long-term loyalty.
Organized, detail-oriented, and capable of managing multiple priorities seamlessly.
Energetic and enthusiastic - you love books and enjoy sharing that excitement with clients.
Comfortable working independently in a remote environment.
Exceptional communication, relationship-building, and problem-solving skills.
Customer-oriented with a passion for going above and beyond to meet client needs.
Comfortable meeting new people every day and engaging with them directly.
Positive, proactive, and enthusiastic about helping others succeed.

Nice To Haves

Bachelor’s degree
Experience in Sales, Customer Success, or Customer Service
Experience with CRMs

Responsibilities

Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal.
Build and nurture strong, long-term relationships with school leaders through personalized outreach and proactive problem-solving.
Implement retention strategies based on Never Lose a Customer Again principles to maximize renewals and engagement.
Use data-driven insights to highlight program impact and promote future participation.
Facilitate smooth transitions of new schools from sales to customer success.
Partner closely with the Regional VP to align on client needs and retention efforts.
Provide valuable feedback on customer insights, program enhancements, and growth opportunities to leadership and marketing.
Develop and execute engagement strategies that maximize participation and event results.
Support the Regional VP with communication and project coordination, as needed.
Identify friction points in the customer journey and refine processes to create effortless experiences.
Maintain organized, detailed records of client accounts, communications, and outcomes.
Participate in ongoing training and coaching to deepen knowledge of customer success best practices, sales techniques, and program details.
Encourage and gather testimonials, referrals, and client advocacy to grow the Books Are Fun network.
Leverage client satisfaction to build a network of advocates for Books Are Fun.