Associate Customer Success Manager (CSM)

WorkBright is a leading HR platform for radically simple form verification, dedicated to streamlining the hiring process. The Associate Customer Success Manager will manage small business accounts, utilizing automation and proactive strategies to enhance customer experience and retention.

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 (i.e. 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 but not limited to 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)

Requirements:

• 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. Expect above-average skills in Google for Business or other similar platforms