Customer Success Associate

Pay: $54,000.00 - $58,000.00 per year

Job description:

Location: Virginia Beach
Start Date: Immediate

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.

Keystone Certification tests and certifies clean rooms, 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.

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 Hub Spot, Net Suite, 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

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

Reports are tracked, filed, and delivered on time, with no missing client records

Hub Spot, 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

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 Share Point

Clear, professional writing

Interest in growing into a client-facing role

Nice to have: CRM experience (Hub Spot), or a lab, pharmacy, healthcare, or compliance background

• 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

• 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.

• 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

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

• Virginia Beach, VA 23451 (Preferred)

Work Location:

Hybrid remote in Virginia Beach, VA 23451