Pay: $54,000.00 - $58,000.00 per year
Job description:
Customer Success Associate
Location: Virginia Beach
Start Date: Immediate
About Scientific Safety Alliance (SSA)
At Scientific Safety Alliance (SSA), we're on a mission to revolutionize how scientists experience regulation-mandated services. We provide testing, inspection, and calibration services—and supply air filters and equipment parts—to pharmaceutical, medical device, and research organizations across the U.S.
We’re growing fast. With 16 acquisitions in a little over 2 years, a customer base of 4,500+, and a spot on Inc. Magazine’s 2024 & 2025 Fastest-Growing Private Companies, SSA is scaling quickly—and looking for bold, customer-obsessed talent to grow with us.
The Role
Customer Success Associate
Keystone Certification · Full-time · Hybrid: 3 days in our Virginia Beach office, 2 days remote
Keystone Certification tests and certifies cleanrooms, biosafety cabinets, fume hoods, and HEPA-filtered equipment for pharmacies, hospitals, universities, and labs. We're hiring a Customer Success Associate to support our Customer Success Managers behind the scenes, with a clear path to becoming a Customer Success Manager.
What you'll do
Track certification reports from job completion to client delivery, and catch anything late or missing
File reports and certificates in client folders and customer portals (SharePoint)
Keep client, site, and equipment records current in HubSpot, NetSuite, and our tracking spreadsheets
Build recertification lists and prepare jobs for scheduling
Draft routine client emails and pull together account data for meetings, quotes, and bids
Handle routine client requests, like report copies and scheduling confirmations, as you grow
Your growth path
Learn the work (first 90 days): our services, systems, and reporting; shadow client emails and calls
Run the back office (months 4–12): own report tracking and recertification lists; handle routine client requests
Take on accounts (months 12–24): manage a small set of client accounts with CSM support
Customer Success Manager: full ownership of client accounts
What success looks like in your first four months
Reports are tracked, filed, and delivered on time, with no missing client records
HubSpot, trackers, and portals stay accurate without follow-up
Your drafted client emails need minimal edits before sending
You've taken routine administrative work off the CSM's plate
You're ready to take on Stage 2 responsibilities
What we're looking for
1–2 years in administrative, customer service, or operations support
Strong attention to detail; organized and reliable with deadlines
Comfortable in Microsoft 365, especially Excel, Outlook, and SharePoint
Clear, professional writing
Interest in growing into a client-facing role
Nice to have: CRM experience (HubSpot), or a lab, pharmacy, healthcare, or compliance background
What You Bring
- 1+ years in a customer success, account management, or client-facing role.
- Strong relationship-building skills with a customer-first mindset
- Ability to understand and explain technical or service-based offerings
- Organizational and problem-solving skills to manage multiple accounts simultaneously
- Comfortable working in a high-growth, fast-changing environment
Why You’ll Love It Here
- A mission that matters—supporting scientific innovation through compliance and safety
- A culture that values autonomy, embracing change, integrity, openness and urgency.
- Room to grow professionally—we’re scaling fast and investing in our people
- Exposure to leading pharma, med device, healthcare and research organizations.
- Competitive salary, benefits, opportunities for advancement and most importantly ownership equity. We want everyone to think like an owner.
- You will be a thought-partner in providing ideas that shape the future of SSA.
Benefits
- Equity ownership in SSA
- 401(k)
- Dental insurance
- Health insurance (100% for employee and family)
- Life insurance
- Paid time off
- Parental leave
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Ability to Commute:
- Virginia Beach, VA 23451 (Preferred)
Work Location: Hybrid remote in Virginia Beach, VA 23451
Skills Required
- 1-2 years of experience in administrative, customer service, or operations support
- At least 1 year of experience in customer success, account management, or a client-facing role
- Strong attention to detail, organization, reliability, and ability to meet deadlines
- Proficiency with Microsoft 365, especially Excel, Outlook, and SharePoint
- Clear and professional written communication skills
- Interest in developing into a client-facing role
- Strong relationship-building skills and a customer-first mindset
- Ability to understand and explain technical or service-based offerings
- Organizational and problem-solving skills for managing multiple accounts
- Comfort working in a high-growth, fast-changing environment
- CRM experience, particularly HubSpot
- Laboratory, pharmacy, healthcare, or compliance background
What We Do
Scientific Safety Alliance (SSA) is an Inc. 5000 company that provides safety services, including testing, certification, calibration, and maintenance, to scientific and healthcare facilities to ensure operational safety and accelerate innovation.
