Associate Customer Success Manager (CSM)

About the Company

WorkBright is a leading HR platform for radically simple form verification. We're getting people to work faster by streamlining the hiring process. WorkBright is a Certified B Corp, balancing purpose and profit by considering impacts on all stakeholders from social, environmental, and governance perspectives. Recognized as one of Outside Magazine's Top 10 Best Places to Work (2020–2024) and Inc. Top Workplaces (2023–2024), we foster a productive, fun, and positive company culture.

About the Role

We are seeking an Associate Customer Success Manager to manage our small business segment using automation-first, high-efficiency strategies. This role combines light-touch relationship management with operational excellence—leveraging AI and automated playbooks to maintain adoption, prevent churn, and deliver an exceptional customer experience at scale. You'll work closely with the Customer Success, Support, and Product teams to ensure consistent, proactive communication and that every customer, regardless of size, feels supported.

Responsibilities

• Manage a high-volume portfolio of small & mid business accounts using automated workflows and playbooks.
• Learn WorkBright's tools, processes, product, and culture; develop and apply situational judgment using established best practices.
• Forecast your own weekly capacity and communicate status and blockers regularly to your manager.
• Stay open and curious about AI tools; explore and experiment to enhance your own workflows and productivity.
• Achieve retention goals through proactive engagement and responsive, automation-assisted support.
• Monitor license utilization, health scores, and renewal status through Vitally dashboards.
• Manage account renewals and mitigate churn through proactive engagement utilizing multiple data sources (e.g., CSAT scores, platform utilization, and AI agents).
• Ensure inbound requests are resolved through Intercom Fin, self-service playbooks, or live chat.
• Maintain SLA adherence for escalated issues and ensure timely follow-up on customer requests.
• Support group sessions such as Office Hours, webinars, and adoption workshops to reach a broad customer base.
• Escalate complex or high-risk issues to senior CSMs or the Support team as needed.
• Contribute feedback to improve automation, messaging, and playbook effectiveness.
• Provide customer insights and structured feedback to inform roadmap and marketing initiatives.
• Support cross-functional initiatives around scaled adoption, renewals, and customer communication.
• Utilize WorkBright tech stack (including Salesforce, Quoter, Vitally, and AI agents) to manage accounts, maintain updated stages and account health, and forecast opportunities.
• Represent the "voice of the customer" internally and contribute thought leadership externally (e.g., case studies, business reviews).

Qualifications

• 1–3 years of experience in Customer Success, Account Management, or Customer Support within SaaS.
• Strong comfort using automation and playbooks (Intercom, Vitally) to manage customer touchpoints.
• Excellent written and verbal communication skills, especially in asynchronous and digital environments.
• Data-literate with ability to interpret dashboards and act on usage trends.
• Strong organizational skills and ability to manage many accounts simultaneously.
• Strong consultative and problem-solving skills; ability to align solutions with customer needs.
• Comfortable working in a highly automated environment (AI workflows, task automation, Intercom Fin).
• Collaborative and proactive team player who thrives in a tech-driven, remote-first culture.
• Data-driven mindset with ability to translate health and usage data into action.
• Excellent organizational and prioritization skills; able to manage high-volume portfolios efficiently.
• Strong communication and relationship-building skills across operational and management levels.
• Experience using tools like Salesforce, Vitally, and AI-driven playbooks to manage renewals and identify opportunities.
• Highly proactive and resourceful with a growth mindset and strong accountability.
• Excellent communication and presentation skills.
• A strong technical aptitude, with above-average skills in Google for Business or similar platforms.

Travel

Travel may be required for various meetings or events, such as team meetings, trade shows, or customer events (potentially 4–6 times per year).

Pay

The salary range for this role is $60,000–$75,000 OTE.

Benefits

• Full-time, exempt position with unlimited vacation.
• Eligibility for stock options, subject to the terms of the plan.
• 1 extra paid day off to volunteer in your community each quarter.
• Health and dental insurance (with competitive employer coverage), life insurance, FSA with company match, and 401K with company match.
• Reimbursements for home office setup, personal and professional development, and wellness.
• Remote work flexibility.