Note: The job is a remote job and is open to candidates in USA. Instant Teams is an organization that partners with companies to source qualified talent for open roles. They are seeking a temporary Customer Success Associate to support a portfolio of small-medium business customers, ensuring a consistent and high-quality experience while managing customer engagement and satisfaction.

Responsibilities

• Manage a book of SMB customers, ensuring consistent engagement and a strong overall customer experience
• Support customer product adoption and ongoing success through structured and scaled touchpoints
• Respond to customer inquiries and proactively address risks, ensuring timely resolution and follow-through
• Partner with internal teams (Leave Success, Support, Product, etc.) to resolve customer issues and escalations
• Help identify expansion opportunities and contribute to customer advocacy efforts
• Track and communicate customer health using both qualitative insights and quantitative data
• Maintain accurate and up-to-date records in our CRM, prioritizing risks and opportunities across your book
• Monitor trends across SMB accounts and help develop proactive plays to improve engagement and retention
• Contribute to building and refining scalable processes, playbooks, and automation for managing high-volume accounts
• Continuously build your knowledge of the platform, leave management, and compliance landscape
• Act as a voice of the customer by surfacing feedback and identifying opportunities to improve product and experience

Skills

• High School/GED
• 1-2 years experience in customer success, account management, support, or a related customer-facing role
• You are highly organized
• You are tech-savvy and comfortable learning and navigating multiple systems quickly
• You are empathetic, personable, and skilled at building trust with customers
• You are curious and ask thoughtful questions to understand customer needs and goals
• You have strong communication skills and can clearly convey value and next steps to customers
• You are proactive and take ownership of your work, while also knowing when to ask for help
• You are comfortable in a fast-paced, evolving environment and excited to help build and improve processes
• You have strong attention to detail and can balance urgency with importance effectively
• You are adaptable, resourceful, and comfortable working with some ambiguity
• Experience in HR tech, leave administration, or benefits administration platforms
• Exposure to QBRs, customer reporting, or business review preparation
• Familiarity with CRM and support tools such as Salesforce, HubSpot, Zendesk, or Gainsight
• Experience working in SaaS environments with customer success or support tooling
• Background supporting or managing HRIS or payroll integrations
• Experience working in a remote environment

Benefits

• Equipment is provided!

Company Overview