Customer Success Associate

Position Summary

Books Are Fun is seeking a dynamic, relationship-oriented Customer Success Associate (CSA) to join our mission-driven team. This high-impact, client-facing role reports to a Senior Customer Success Manager, focusing on delivering white-glove service to schools participating in our Book Blast program, ensuring they have an outstanding experience from onboarding through renewal.

The ideal candidate is passionate about customer experience, thriving in a sales-driven environment, who anticipates client needs and consistently delivers a wow experience.

Key Responsibilities

1. Customer Success & Relationship Management

• Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal.
• Build and nurture strong, long-term relationships with school leaders through personalized outreach and proactive problem-solving.
• Implement retention strategies based on Never Lose a Customer Again principles to maximize renewals and engagement.
• Use data-driven insights to highlight program impact and promote future participation.

1. Sales Support & Collaboration

• Facilitate smooth transitions of new schools from sales to customer success.
• Partner closely with the Regional VP to align on client needs and retention efforts.
• Provide valuable feedback on customer insights, program enhancements, and growth opportunities to leadership and marketing.
• Develop and execute engagement strategies that maximize participation and event results.

1. Executive Support & Process Improvement

• Support the Regional VP with communication and project coordination, as needed.
• Identify friction points in the customer journey and refine processes to create effortless experiences.
• Maintain organized, detailed records of client accounts, communications, and outcomes.

1. Training & Development

• Participate in ongoing training and coaching to deepen knowledge of customer success best practices, sales techniques, and program details.

1. Obtain Referrals, Testimonials, and/or References

• Encourage and gather testimonials, referrals, and client advocacy to grow the Books Are Fun network.
• Leverage client satisfaction to build a network of advocates for Books Are Fun.

Key Requirements

• Strong communication, relationship-building, and problem-solving skills.
• Customer-centric mindset with passion for creating exceptional experiences and long-term loyalty.
• Organized, detail-oriented, and capable of managing multiple priorities seamlessly.
• Energetic and enthusiastic - you love books and enjoy sharing that excitement with clients.
• Comfortable working independently in a remote environment.
• Skills: Exceptional communication, relationship-building, and problem-solving skills.
• Personality: Customer-oriented with a passion for going above and beyond to meet client needs. Comfortable meeting new people every day and engaging with them directly.
• Attitude: Positive, proactive, and enthusiastic about helping others succeed.

Preferred but not Required:

• Bachelor’s degree
• Experience in Sales, Customer Success, or Customer Service
• Experience with CRMs

Why Join Us:

• Be part of a team dedicated to making a positive impact on education.
• Growth Opportunity and Professional Development: As Books Are Fun continues to grow, we're looking for someone who wants to grow with it. You'll have the opportunity to deepen your expertise, take on greater ownership within your role, and contribute to shaping our customer success function as it scales.
• Collaborative and enjoyable team environment.

Benefits:

• 401(k)
• Dental insurance
• Vision insurance
• Health insurance
• Flexible Spending Account/Health Savings Account/Dependent FSA
• Supplemental benefits (critical illness, accident, & hospital indemnity)
• Employee Assistance Program
• Internet stipend
• Company paid life insurance + buy-up option
• Company paid short-term & long-term disability insurance
• 13 paid holidays throughout the year
• Paid Time Off
• Paid Volunteer Time Off
• Work from home
• Cultural connections such as our Quarterly Book Club

Pay

This is a full-time salaried exempt role paying $50,000-$56,000 annually with Performance Bonuses paid seasonally.

Working Conditions:

• This is a remote position.
• Please note: We are currently only hiring in AL, AZ, CA, CO, DE, FL, GA, IA, IL, IN, KY, MD, MO, NC, NE, NV, NY, OH, PA, SC, TN, and TX. Applicants outside these states will not be considered.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds at times.