Associate Customer Success Manager

Job Description - Associate Customer Success Manager

Reports To: Director of Customer Success

Department: Customer Success
Location: Remote

Position Type: Full-Time

Position Summary

The Associate Customer Success Manager (ACSM) provides frontline support to customers using the AxisCare platform and assists tenured Customer Success Managers in driving customer adoption, satisfaction, and retention. This role is ideal for an early-career professional seeking to grow in SaaS Customer Success within the technology space. 

The ACSM partners with customers to ensure successful product utilization, and issue resolution while developing a strong understanding of CSM’s workflows and best practices. 

The ACSM’s primary objective will be to help the CSM ensure the long-term success and satisfaction of our customers, driving adoption, retention, and expansion within their organizations. By leveraging their exceptional interpersonal skills and deep understanding of our SaaS product, the ACSM helps foster strong partnerships and helps maximize the value our clients receive from our solutions.

Key Responsibilities

• Respond to customer inquiries via phone, or email in a timely and professional manner. 

• Assist with one to many
  approach
  targeting our Tech Touch customer base, providing platform training to improve customer understanding and product utilization. 

• Manage routine customer check-ins and health monitoring. 

• Support CSMs with account management activities. 

• Track customer milestones, renewal dates, and usage trends. 

• Identify at-risk accounts and escalate concerns appropriately. 

• Troubleshoot common platform issues and coordinate cross functionally with internal teams as needed. 

• Document product feedback and common challenges for internal teams. 

• Participate in internal meetings and contribute insights on customer sentiment and platform performance. 
  

What We're Looking For (Minimum Qualifications)

• Associate’s or Bachelor's degree in a relevant field or equivalent work experience preferred. 

• Strong problem-solving skills with the ability to analyze complex workflows and data sets. 

• 1+ year of experience in customer support, account management, SaaS, or healthcare operations preferred. 

• Excellent written and verbal communication skills, especially when documenting processes or explaining technical issues to non-technical users 

• Highly organized with the ability to manage multiple priorities in a fast-paced environment. 

• Tech-savvy with a willingness to learn new systems quickly. 

• Customer-focused mindset with problem-solving abilities. 

• Experience working in home care, or Medicaid-driven environments. 
• Exposure to customer success tools such as ChurnZero, Gong
  and/or Zendesk.

Working Conditions 

• Manual dexterity required to use desktop computer and peripherals.
• Utilization of software and email to perform job functions.
• Will need to conduct camera-on videoconferencing for customer calls.  

Compensation and Benefits  

• Competitive salary and comprehensive benefits package.
• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision)  
• 401K.
  with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company will provide laptop and other needed computer equipment. 

About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
 
AxisCare was started in 2011 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 7 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.