We are seeking a proactive and organized Customer Success Associate to support customers after they begin working with the company. This position helps customers become familiar with available services, understand important processes, and stay informed throughout their ongoing experience.
The Customer Success Associate will maintain regular communication with customers, monitor outstanding needs, coordinate internal resources, and help ensure customers receive consistent support throughout their relationship with the company.
Key Responsibilities
- Assist new customers with initial onboarding activities and introductory information
- Guide customers through basic processes, resources, and service procedures
- Confirm customers have the information and materials needed to get started
- Maintain regular communication with customers following initial onboarding
- Conduct routine check-ins to identify questions or additional support needs
- Monitor customer activity and identify situations requiring follow-up
- Track onboarding steps, customer requests, and outstanding action items
- Maintain accurate customer profiles and interaction histories
- Provide customers with relevant resources and approved informational materials
- Help customers understand available services and how to access appropriate resources
- Coordinate customer requests with appropriate internal departments
- Follow up on internal action items to help ensure customer needs are addressed
- Prepare information for scheduled customer check-ins and discussions
- Document customer goals, preferences, questions, and relevant updates
- Gather feedback regarding the customer experience
- Identify recurring questions or areas where customers may need additional clarification
- Communicate customer observations and feedback to appropriate internal teams
- Support customer engagement and satisfaction initiatives
- Maintain organized records of customer communications and completed activities
- Assist with customer retention efforts by identifying unresolved needs or concerns
- Complete additional customer success responsibilities based on account and business needs
Requirements
- High school diploma or equivalent required
- Associate’s or Bachelor’s degree in Business, Communications, Marketing, Management, or a related field preferred
- Previous experience in customer success, account support, client services, customer experience, business support, or a related role preferred
- Strong written and verbal communication skills
- Excellent organization and attention to detail
- Ability to manage ongoing follow-up responsibilities
- Strong listening skills and ability to understand customer needs
- Professional and dependable communication style
- Ability to maintain accurate customer records and documentation
- Comfortable coordinating requests across multiple departments
- Strong time-management and prioritization skills
- Ability to identify outstanding needs and take appropriate follow-up action
- Comfortable communicating with customers on an ongoing basis
- Ability to manage multiple customer relationships and responsibilities
- Basic proficiency with CRM platforms and standard business software preferred
Benefits - Comprehensive onboarding and job-specific training
- Employee recognition programs
- Team activities and company events
- Collaborative and supportive working environment
- Variety of customer accounts and assignments
- Cross-functional team collaboration
Milwaukee, WI
