Associate Customer Success Manager (North East area)
Age of Learning is a leading developer of engaging Pre-K through 5th grade learning resources. They are seeking a passionate and detail-oriented individual for the Customer Success Associate role to provide support, build relationships, and assist with onboarding processes for their educational programs.
Responsibilities
- Act as the first line of communication for customer inquiries, providing timely, accurate, and friendly support
- Build strong working relationships with educators, administrators, and program leaders
- Conduct routine customer outreach to support adoption, usage, and engagement
- Assist with onboarding processes by preparing materials, coordinating setup, and supporting training sessions led by CSMs
- Lead introductory or “refresher” product trainings as proficiency increases
- Document onboarding milestones and ensure customers are progressing toward successful implementation
- Log, track, and resolve customer issues while ensuring a smooth handoff to technical teams when needed
- Identify recurring issues and surface insights to improve internal processes and customer experience
- Monitor customer usage data to identify trends and potential risks
- Contribute to customer health reporting and flag at-risk accounts to the Customer Success Manager team
- Maintain accurate and up-to-date CRM documentation (Salesforce, HubSpot, etc.)
- Partner closely with CSMs to support account planning, customer communications, and success strategies
- Work with Product, Support, and Implementation teams to advocate for customer needs
- Participate in team meetings, process improvement initiatives, and training sessions
Skills
- Excellent active listening and communication skills
- Experience implementing (vendor or customer) cloud-based, platform products
- 1-2 years experience preferred in K-12 school district instructional roles
- Strong demonstrated service-delivery experience with educational SaaS solutions
- Excellent written and verbal communication and interpersonal skills
- Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
- Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
- Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously
- Detail-oriented, with strong organizational skills
- Ability and willingness to travel 30-40% average and up to 50% during peak, back-to-school period (August - October)
- This is a remote position. Location preference in the North East area
Benefits
- 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
- A 401(k) program with employer match
- 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
- Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
Company Overview
Company H1B Sponsorship