Associate Customer Success Manager

AxisCare Home Care Software is a fast-growing company in the technology space, seeking an Associate Customer Success Manager. This role provides frontline support to customers, driving adoption, satisfaction, and retention of the AxisCare platform while assisting tenured Customer Success Managers.

Responsibilities:

• Respond to customer inquiries via phone, or email in a timely and professional manner
• Assist with one to many approach targeting our Tech Touch customer base, providing platform training to improve customer understanding and product utilization
• Manage routine customer check-ins and health monitoring
• Support CSMs with account management activities
• Track customer milestones, renewal dates, and usage trends
• Identify at-risk accounts and escalate concerns appropriately
• Troubleshoot common platform issues and coordinate cross functionally with internal teams as needed
• Document product feedback and common challenges for internal teams
• Participate in internal meetings and contribute insights on customer sentiment and platform performance

Requirements:

• Strong problem-solving skills with the ability to analyze complex workflows and data sets
• Excellent written and verbal communication skills, especially when documenting processes or explaining technical issues to non-technical users
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Tech-savvy with a willingness to learn new systems quickly
• Customer-focused mindset with problem-solving abilities
• Associate's or Bachelor's degree in a relevant field or equivalent work experience preferred
• 1+ year of experience in customer support, account management, SaaS, or healthcare operations preferred
• Experience working in home care, or Medicaid-driven environments
• Exposure to customer success tools such as ChurnZero, Gong and/or Zendesk