[Hiring] Associate Customer Success Manager @EasyLlama

Role Description

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

Qualifications

• 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

Benefits

• $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