Customer Success Associate

About the role

We're looking for a Customer Success Associate to support small and mid-size retailers. This role involves managing a large portfolio of over 100 businesses across various regions and categories.

Responsibilities

• Own the relationships with our small and mid-size partners, ensuring they feel properly looked after.
• Run the community programme, including quarterly group calls by category, a monthly newsletter, and community channels.
• Onboard new retailers using a proven onboarding playbook.
• Watch account health, responding to signals that an account is drifting away or growing.
• Bring the retailer's view back to us by noticing recurring questions and patterns.
• Collaborate with Marketing and Sales to surface retailer stories and manage lifecycle communications.
• Help shape how the team works by providing input on the SMB playbook, newsletter, and group-call format.

Requirements

• 1-3 years in a customer-facing role, such as CS, customer support, account coordination, community management, marketing, or similar.
• Strong communication skills, including clear, warm, and efficient email and group call management.
• Comfort with product, including understanding both EQL products and learning the ins and outs with the team's mentorship.
• Detail-oriented and organized, able to manage a pool of accounts without dropping anything.
• Comfortable with data, reading dashboards, spotting trends, and making decisions based on what you see.
• A curiosity about EQL's categories, even if you're not an expert in them.
• Ability to collaborate across teams, sharing context, aligning on account handoffs, and working toward shared GTM goals.

Qualifications

• Values alignment with EQL's mission and culture.
• Willingness to learn and adapt to the evolving needs of the role.
• Positive attitude and ability to handle ambiguity and imperfection.

Skills

• Excellent written and verbal communication skills.
• Product knowledge and comfort with data analysis.
• Ability to manage multiple priorities and deadlines.
• Interest in and curiosity about EQL's categories.
• Collaborative and team-oriented mindset.

Benefits

At EQL, we believe fairness is not just for our fans and retailers but for our team as well. We offer:

• Equity in EQL - our team shares in the success of the company.
• Competitive compensation that reflects the market.
• A flexible work environment that supports our team's well-being.
• Generous time off to ensure our team is at their best.
• A workplace that welcomes collaboration and diversity.

Pay

The salary range for this role is between $70,000 - $80,000.

Schedule

Details on the work schedule will be provided during the interview process.