Associate Customer Success Manager

📋 Description

• • The Associate Customer Success Manager at EasyLlama Inc. owns the tech-touch (low-ARR) customer segment, ensuring high-quality, human-supported experiences in a highly automated, high-volume environment. This role is critical to maintaining customer satisfaction and reducing risk by delivering fast, accurate responses and driving process improvements.
• • Day to day, the role involves owning all inbound customer inquiries via email, chat, and support tickets; responding to product questions, basic troubleshooting, account and billing requests, and process upgrades; triaging and escalating complex issues; maintaining clean CRM and support tool data; identifying patterns to improve help center content, macros, templates, and automated workflows; and partnering cross-functionally to enhance the scaled customer experience.
• • EasyLlama is a remote-first company transforming HR compliance training through mobile-first, engaging, and interactive solutions trusted by over 5,000 clients including Shake Shack, Sephora, and Y Combinator. The company operates with a strong culture rooted in its DRIVE values: Doers, Resourceful, Impactful, Valued Partners, and Excellence-Focused, fostering collaboration, innovation, and ownership across all levels.
• • In this role, the individual will develop expertise in scaling customer success motions, gain deep familiarity with SaaS support systems and CRM tools, improve processes through data-driven insights, and grow their ability to manage high-volume customer interactions with precision and empathy—building a foundation for advancement in customer success, support, or SaaS operations.