Associate Customer Success Manager, Scale

Who Are You?

You are a problem‑solver first and a relationship builder second. You thrive in fast‑paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and the customer empathy to maintain strong relationships without needing extensive strategic planning. You balance efficiency with genuine care, and you’re equally comfortable diving into support as you are helping customers find success using technology.

You see customers as partners in solving problems, not just accounts to manage. You’re ready to build with your team and grow with the company.

We’re re‑imagining the role of technology in the scholarship space. Millions of capable students face financial barriers, while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools, services, and support organizations need to launch and operate world‑class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce, to individuals creating their legacy – and we’re expanding into entirely new markets.
We’re not just building software; we’re supporting our partners in creating opportunity. If you care about impact and want to be part of a team moving the needle on real problems, this is the place. In 2025, we were awarded the best scholarship management software and top 50 EdTech software on G2.

Learn more at

The Associate Customer Success Manager, Scale owns the full relationship for a scaled portfolio of self‑service accounts – handling day‑to‑day support and problem resolution while also being accountable for renewal and expansion outcomes, tied to NRR and GRR.

• Triage and resolve support requests through Intercom with rapid response times and high‑quality resolutions.
• Handle technical troubleshooting, process questions, and general platform questions independently.
• Maintain detailed ticket documentation to ensure context and continuity.
• Escalate appropriately to Product, Engineering, or other teams when issues fall outside support scope.
• Provide proactive, empathetic communication about issue status and resolution timelines.
• Use AI‑generated ticket summaries and suggested responses as a starting point, editing and contextualizing every reply before it reaches a customer.

• Contribute to knowledge base by identifying common questions and writing help articles.
• Build inline product walkthroughs and contextual help to reduce support volume.
• Test and improve AI‑assisted support responses, identifying gaps and opportunities.
• Surface product patterns and feature requests to the Product team.
• Use recurring ticket patterns to build self‑service fixes (help articles, in‑app guidance, AI chat assistant guidance) instead of answering the same question repeatedly.

• Manage Customer Journey Lifecycle with leading technology tools.
• Monitor customer health through ticket patterns and engagement metrics.
• Communicate proactively with Account Managers about account health and escalations.
• Collaborate with internal teams on customer issues and product improvements.
• Track whether assigned customers are becoming self‑sufficient over time (declining repeat contacts, growing self‑service usage, positive customer feedback) as the real measure of success, not just tickets closed.
• Own and manage renewal and expansion conversations directly with customers, looping in Account Managers for complex commercial terms and contracting.

• Own renewal and expansion outcomes for your assigned portfolio, measured against NRR and GRR targets.
• Understand each customer’s budget cycle, procurement process, and approval chain for renewals and expansions.
• Time commercial conversations effectively – knowing when to shift from a support or trusted‑advisor conversation to a commercial one.
• Build simple business cases for continued or expanded investment, grounded in the customer’s own usage, goals,…