Customer Success Associate

Reports to: Customer Success Manager 
Location: Remote in the continental US, Alaska, or Hawai
Hours: Full-time
Compensation: $65,000 - $80,000 Base Salary + Equity + 401K Match

About ReflexAI

ReflexAI brings the best in machine learning and natural language processing to mission-driven, people-centric organizations via innovative tools that transform how they train, develop, and empower their frontline teams. The Customer Success team at ReflexAI is an agile and proactive team dedicated to ensuring our customers not only succeed but thrive, delivering personalized support and innovative solutions every step of the way.

About this role

As a Customer Success Associate, you will be involved in supporting a vast number of accounts and projects to ensure our customers achieve their desired outcomes and have a positive experience with ReflexAI tools. You’ll support the Customer Success team through cross-functional internal tasks and administrative duties. While you may not frequently interface with customers day-to-day, your work will be crucial in ensuring smooth operations and contributing to the overall success of customer engagement initiatives.

What you’ll do

• Create key materials used in supporting ReflexAI customers, including internal documentation and customer-facing resources. 
• Own processes related to ensuring high quality tools for customers including platform components and AI-powered features.
• Assist in the development and documentation of customer success processes and procedures. Ensure that internal processes are followed and identify areas for improvement.
• Generate and analyze reports related to customer success metrics, such as satisfaction, retention, and utilization. Prepare summaries and dashboards for internal stakeholders.
• Aid in the preparation and delivery of onboarding materials and resources for new customers while ensuring onboarding processes are documented and streamlined.
• Monitor and maintain product customer success tools and software, including CRM and other relevant platforms. Troubleshoot and resolve system issues as they arise.
• Create and manage documentation related to customer interactions, feedback, and issue resolutions. Ensure all documentation is up-to-date and accessible.
• Work closely with Customer Success Manager and other team members to provide administrative support and assist with any backend tasks needed to enhance customer experience.

Requirements for a great fit

• Demonstrated experience (typically 2-4 years) working on projects that have key milestones and/or measurable outcomes. 
• History of working on multiple tasks with different timelines, while consistently producing high quality work.
• High attention to detail in quantitative areas (e.g., data reporting and accurate visuals) as well as qualitative areas (e.g., clear and error-free written documents). 
• Ability to quickly understand processes, implement them, and suggest opportunities for improvement; over time, ability to develop and implement new processes. 
• Some understanding of customer success principles and processes, ideally in a setting that included technology innovation and/or mental health. 

• Desire to learn and grow in a new role.

Benefits

• Generous retirement, equity, healthcare, and PTO policies
• Flexibility to work remotely from anywhere in the United States
• ReflexAI is an equal opportunity employer. We are committed to equal employment opportunity regardless of race/ethnicity, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, military status, neurodiversity, or any other federal, state or local protected class in the United States