Customer Success Manager

Advertising Specialty Institute • Trevose, PA

3d • $55,000 - $60,000 • Hybrid

About The Position

ASI is a global provider of technology B2B services for the promotional products industry, serving 25,000 clients in 53 countries. The Customer Success Manager works with new distributor members to understand their business needs, strengthen relationships, help them achieve outcomes with ASI platforms and services, drive product adoption, and foster long-term loyalty. The role is part of the distributor sales department and collaborates with a dedicated team supporting ASI distributor members. The position reports to the Director of Distributor Services and follows ASI’s hybrid work model, with in-person attendance at the office required. The salary range is $55,000–$60,000, plus commission.

Requirements

• At least 2 years of business-to-business retention or sales experience.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite.

Nice To Haves

• Bachelor’s degree or equivalent work experience.
• Bilingual ability.
• Collections experience.
• Experience with Microsoft Dynamics.

Responsibilities

• Guide new distributor members through an 18-month customer journey, providing recommendations and required touchpoints to help them build their business.
• Manage client onboarding calls scheduled by Senior Account Executives and Account Executives through MS Bookings.
• Proactively contact members to discuss business successes and challenges and conduct regular business reviews.
• Monitor customer engagement scores and encourage use of ASI products and services.
• Listen to members and recommend services, solutions, and business resources that meet their needs and support their business goals.
• Respond to member questions and concerns in a timely manner, using retention skills to increase satisfaction and retain business for ASI.
• Support retention efforts by reducing member cancellations, including making collection calls to past-due members.
• Deliver prescribed demonstrations accurately and to the required quality standards.
• Attend trade shows as required.
• Partner with Account Executives on customer escalations as needed.
• Maintain detailed records of daily activities in Microsoft Dynamics.

Benefits

• Medical, dental, and vision coverage available on the first day of employment.
• Paid maternity and paternity/bonding leave: 12 weeks for birthing or primary parents and 4 weeks for secondary parents.
• Parent support group.
• 12 weeks of paid daycare for new parents, or 14 weeks at the onsite Lots of Love daycare center.
• Free health and wellness programs.
• Free 24/7 access to the Magellan Employee Assistance Program and Teladoc.
• 401(k) available on the first day, with company match.
• Paid holidays, floating days, and paid time off.
• Office amenities including an onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces, a community garden club, music room, art room, and relaxation space.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level