Customer Success Assistant

Monthly Pay: $3,557 - $4,962 USD per month

A customer request arrives, gets checked, reaches the right teammate, and closes with clear notes. The Customer Success Assistant provides administrative support throughout that process so customers receive consistent information and next steps. The position sits within the customer success team and works under a customer success team lead. It works with customers, customer success managers, and the support team to organize questions, account updates, and follow-up tasks.

This fully remote position offers work from home in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming customer emails and service tickets in a Support platform such as Freshdesk, identifying the request and routing needs before arranging next steps.
• Check existing account information, previous conversations, and open tasks in a CRM such as Zoho CRM before updating contact details or request status.
• Acknowledge routine questions using approved product or service information, and identify questions that require a customer success manager rather than guessing at answers.
• Maintain customer milestones and assigned follow-up tasks in a customer success platform such as Gainsight, keeping each entry linked to its customer and owner.
• Prepare concise account summaries for customer success managers, highlighting unresolved questions, recent interactions, and upcoming customer discussions without making account decisions independently.
• Update existing customer journey maps and onboarding checklists with completed steps, helping the team see where customers need additional guidance or a response.
• Find current guidance in a knowledge base such as Confluence, and flag unclear or outdated instructions to the customer success team lead for review.
• Organize customer satisfaction responses and recurring comments for team review, preserving the customer's meaning and separating feedback from unresolved requests needing action.
• Follow up on outstanding requests at agreed intervals, coordinate replies with the support team, and elevate delays or dissatisfied customers to the customer success team lead.
• Confirm that the requested assistance was provided, record the outcome, and close completed tasks; quality is judged by accuracy, turnaround, complete notes, and follow-up.

• High school diploma or equivalent.
• No experience required; related experience supporting customers or handling routine administrative tasks is preferred.
• Basic understanding of customer success, onboarding steps, customer satisfaction, and software as a service (SaaS) tools.
• Willingness to learn the named customer success, CRM, support, and knowledge systems through guided practice and feedback.
• Ability to read customer messages carefully, ask clear questions, and write courteous replies that explain the next step.
• Ability to organize several open requests, distinguish completed work from pending tasks, and alert the appropriate teammate when assistance is needed.
• Comfortable checking details against existing information and summarizing customer feedback without changing its meaning or making unsupported assumptions.
• A reliable computer, high-speed internet, and quiet private workspace suitable for customer communications and focused desk-based work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting customers and teammates from home.
• Structured onboarding and training on the named systems through practical examples and guided exercises.
• Regular check-ins with the team lead to review questions, priorities, and progress.
• Build customer success support, account organization, customer journey mapping, and written communication skills.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.