Associate Customer Success Manager

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

Our CORE values

DRIVE is how we work at EasyLlama. Weʼre Doers, Resourceful,
Impactful, Valued Partners, & Excellence-Focused.

We are Doers. We proactively make things happen.

We are Resourceful. We treat time, money, and energy as valuable.

We are Impactful. We prioritize what matters.

We are Valued Partners. We put customers & teammates first.

We are Excellence-Obsessed. We always deliver excellent work.

From CEO to newest hire, DRIVE asks us to take ownership, solve
problems, prioritize what matters, support teammates, and deliver high-
quality work.

When we live these values, our product choices, customer interactions,
hiring, and promotions all help us live out our mission: to build safer and
more productive workplaces.

About the Role

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

  Who You Are

  • 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
      

      How We'll Take Care of You

      $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

      *The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states:
      
      AR - Arkansas
      CA - California
      CO - Colorado
      CT - Connecticut
      FL - Florida
      IL - Illinois
      LA - Louisiana
      MA - Massachusetts
      MI-Michigan
      MN - Minnesota
      NJ - New Jersey
      NY - New York
      NC - North Carolina
      OH - Ohio
      OR- Oregon
      PA - Pennsylvania
      TN - Tennessee
      TX - Texas
      VA - Virginia
      WA - Washington
      WI - Wisconsin
      
      *EasyLlama reserves the right to change the list of approved states at anytime.

      *To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

      At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.
      
      
      *Applies to full time (W2) employees.