Associate Customer Success Manager at Easyllama.com

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all. With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention. At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done. Our CORE values DRIVE is how we work at EasyLlama. Weʼre Doers, Resourceful, Impactful, Valued Partners, & Excellence-Focused. - We are Doers. We proactively make things happen. - We are Resourceful. We treat time, money, and energy as valuable. - We are Impactful. We prioritize what matters. - We are Valued Partners. We put customers & teammates first. - We are Excellence-Obsessed. We always deliver excellent work. From CEO to newest hire, DRIVE asks us to take ownership, solve problems, prioritize what matters, support teammates, and deliver high- quality work. When we live these values, our product choices, customer interactions, hiring, and promotions all help us live out our mission: to build safer and more productive workplaces. ABOUT THE ROLE We’re hiring an Associate Customer Success Manager to own our tech touch (low-ARR) customer segment. This segment is primarily driven by automation, but when customers reach out, you’re the human behind the experience. You’ll manage inbound inquiries, resolve issues quickly, and ensure customers feel supported in a high-volume, systems-driven environment. This is a high-ownership IC role. You’ll be responsible for delivering a consistent, high-quality customer experience at scale while operating with speed, precision, and strong attention to detail. WHAT YOU’LL DO - Own all inbound customer inquiries for the scaled segment (email, chat, support tickets) - Respond quickly and effectively to: - Product questions - Basic troubleshooting - Account and billing requests - Process Upgrades - Triage and escalate more complex issues to Support, Product, or Engineering - Ensure nothing slips through the cracks across a high volume of requests - Maintain clean, accurate data across CRM and support tools - Identify patterns in inbound requests and drive improvements to: - Help center content - Macros and templates - Automated workflows - Partner cross-functionally to improve the efficiency and quality of the scaled customer experience - Help build our scaled Customer Success motion WHO YOU ARE - 1–3 years in Customer Success, Support, or another customer-facing role - Strong written communication — clear, concise, and friendly - Highly organized with strong attention to detail - Ability to manage high volume with speed and accuracy - Systems-oriented — comfortable working within and improving structured processes - Resourceful and proactive — you look for patterns and solve problems, not just respond to them NICE TO HAVE - Experience supporting a scaled or high-volume customer segment - Familiarity with tools like HubSpot, Front, or similar - Experience working in a SaaS environment WHAT SUCCESS LOOKS LIKE - Customers receive fast, accurate, and helpful responses - Inbound volume is managed efficiently with strong SLAs and minimal backlog - Common issues are identified and reduced over time - The scaled segment feels supported, even in a primarily automated model WHY THIS ROLE MATTERS Our scaled segment represents a large portion of our customer base. This role ensures we can deliver a high-quality experience at scale, combining automation with thoughtful, human support when it matters most. What to Expect The interview process at EasyLlama takes about 3-4 weeks and will include cross-functional stakeholders of the role. Here's what the interview process looks like: - Recruiter Screen - Hiring Manager Interview - Peer Interview - Executive Interview - Reference Checks How We'll Take Care of You - $45K – $60K Base salary + Bonus potential - Flexible, fully remote environment - Competitive employer-sponsored health insurances - 401(k) + company matching - Professional development reimbursements - Quarterly remote work stipend *The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states: AR - Arkansas CA - California CO - Colorado CT - Connecticut FL - Florida IL - Illinois LA - Louisiana MA - Massachusetts MI-Michigan MN - Minnesota NJ - New Jersey NY - New York NC - North Carolina OH - Ohio OR- Oregon PA - Pennsylvania TN - Tennessee TX - Texas VA - Virginia WA - Washington WI - Wisconsin *EasyLlama reserves the right to change the list of approved states at anytime. *To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection! At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion. *Applies to full time (W2) employees.