Associate Customer Success Manager

Overview

Electric’s Customer Success Team is seeking an Associate Customer Success Manager to manage, develop, and grow customer relationships and associated revenue within our shared Scaled Customer Success book of business. You will leverage systematic customer management playbooks to ensure timely account renewals, identify possible risks and churns, provide product feedback, and recognize opportunities for additional services while providing excellent customer service.

This is an introductory role that will allow you to learn and manage Account Management and Customer Success activity at scale, positioning you to grow within the Customer Success department.

The ideal candidate will be customer-obsessed, either with a background in customer service, or someone who can demonstrate strong interpersonal, communication, and organizational skills that clearly indicate the ability to effectively engage with customers and manage the basics of a large book of business.

What you’ll do

• Serve as a member of the Scaled Customer Success team, supporting your assigned customers, building and maintaining relationships, and managing all commercial aspects of the relationship
• Meet with customers as needed to answer questions, lead product demonstrations and training, and provide guidance on general best practices
• Leverage client data and conversations to identify opportunities to upsell or cross-sell additional products or services that align with the customer's needs and objectives
• Escalate client issues and provide recommended next steps and solutions to management 
• Execute customer engagement CTAs and playbooks generated by CRM workflows
• Monitor customer health and engagement metrics to identify trends, potential issues, or opportunities
• Collaborate with internal teams, including Implementation, Professional Services, Product Development, and Support, to address customer needs and resolve any problems or concerns in a timely manner.
• Maintain accurate and up-to-date customer records and activities in our CRM systems.

Who you are

• 1 year of experience in a customer-facing role, preferably in Customer Success, Account Management, or a similar position
• Strong interpersonal and communication skills, with the ability to build rapport and effectively engage with customers
• Proactive and solution-oriented mindset with the ability to identify and address customer needs
• Excellent organizational and time management skills, with the ability to prioritize and manage multiple customer accounts
• Knowledge of CRM systems and customer success software is a plus
• Ability to work independently as well as collaboratively in a team environment
• Willingness to learn and adapt in a fast-paced and evolving environment

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles! 

Read about working at Electric here and meet our leadership team! 

We offer a range of benefits that include: 

• Flexible and generous PTO 
• Mental Wellness Days 
• Volunteer Days
• Medical, Vision, Dental, and Orthadontia Coverage
• 401k 
• ESOP (Employee Stock Option Program)
• Kindbody Membership for Family Planning
• Pre-taxed Commuter Benefits 
• Generous Parental Leave
• Paid medical, family, and military leave
• Short and Long Term Disability 
• Employee Assistance Programs 
• Life Insurance funded by Electric
• Training and career growth 
• Awesome team building events! 

Where?

We are headquartered in NYC, with an office in Denton, TX and remote locations across 27 states. Our largest markets outside of the Tri-State area and Dallas-Fort Worth area are San Diego, Denver, Raleigh. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ.  With a widely distributed team, we are used to working remotely across different time zones. 

See below to see if you are eligible to work within the 27 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin. 

Standard Working Hours: 9:00AM - 6:00PM

We are an equal opportunity employer. 

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. 

We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.

Accommodations

Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected]. 

Commitment to Pay Transparency

Electric, in good faith, believes that the posted salary range is accurate for this role nationally at the time of posting. Electric may pay more or less than the posted range based on factors such as relevant experience and skills, qualifications and location, among others. This range may be modified in the future. Details and eligibility will be discussed during the application process.

As an organization, we believe in pay transparency and have chosen to abide by NY state, CO and CA pay transparency laws across all roles, regardless of location of hire, and post salaries for all positions eligible for full time hire on our website.