Hybrid Associate Customer Success Manager

at Age of Learning

• Job title: Associate Customer Success Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $70,000 - $80,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, United States

About the role

• Customer Success Associate supporting Florida's K-5 educational resources at Age of Learning. Building relationships with educators and assisting with customer engagement and onboarding.

Responsibilities

• Act as the first line of communication for customer inquiries, providing timely, accurate, and friendly support.
• Build strong working relationships with educators, administrators, and program leaders.
• Conduct routine customer outreach to support adoption, usage, and engagement.
• Assist with onboarding processes by preparing materials, coordinating setup, and supporting training sessions led by CSMs.
• Lead introductory or “refresher” product trainings as proficiency increases.
• Document onboarding milestones and ensure customers are progressing toward successful implementation.
• Log, track, and resolve customer issues while ensuring a smooth handoff to technical teams when needed.
• Identify recurring issues and surface insights to improve internal processes and customer experience.
• Monitor customer usage data to identify trends and potential risks.
• Contribute to customer health reporting and flag at-risk accounts to the Customer Success Manager team.
• Maintain accurate and up-to-date CRM documentation (Salesforce, HubSpot, etc.).
• Partner closely with CSMs to support account planning, customer communications, and success strategies.
• Work with Product, Support, and Implementation teams to advocate for customer needs.
• Participate in team meetings, process improvement initiatives, and training sessions.

Requirements

• Excellent active listening and communication skills
• Experience implementing (vendor or customer) cloud-based, platform products.
• 1-2 years experience preferred in K-12 school district instructional roles
• Strong demonstrated service-delivery experience with educational SaaS solutions
• Excellent written and verbal communication and interpersonal skills.
• Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
• Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
• Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.
• Detail-oriented, with strong organizational skills.
• Ability and willingness to travel 30-40% average and up to 50% during peak, back-to-school period (August - October).

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions