Note: The job is a remote job and is open to candidates in USA. Respage is hiring a Customer Success Associate to support client experience in a high-ownership, fast-moving environment. The role manages support requests and chat channels, maintains a small client portfolio, assists with launches and new orders, investigates issues, and partners with Customer Success Managers to support client success and future account ownership.
Responsibilities
- Manage daily incoming requests from support email and chat channels
- Respond promptly, gather the right details, and set clear expectations with clients
- Triage requests: how-to question, setup gap, product limitation, or possible bug
- Route work to the right team with clear, actionable notes
- Track requests through completion and keep clients informed until resolution
- Own weekly maintenance support and follow-ups for assigned accounts
- Maintain an appropriate communication cadence through status updates and check-ins
- Track open items carefully so nothing slips through the cracks
- Surface risks, recurring issues, and upcoming client needs to the CSM team early
- Build the reliable client-management habits that prepare you for future CSM ownership
- Partner with CSMs to make sure services are fully set up and launch-ready
- Jump into new orders quickly—without waiting to be told
- Ask smart internal questions early to prevent delays and rework
- Document work clearly so internal teams can act quickly and clients receive consistent answers
- Troubleshoot using internal tools, documentation, and product knowledge
- Identify patterns, document findings, and escalate issues with strong context
- When something may be a defect, provide clear reproduction steps, client impact, and relevant details
- Learn from each issue and apply that knowledge independently to future requests
- Write client-facing messages that are calm, clear, empathetic, and action-oriented
- Manage multiple requests at once with excellent organization and prioritization
- Be highly responsive—timely acknowledgement and proactive updates are essential to the client experience
- Operate with a “finish the job” mindset: own outcomes, not just replies
- Build trust through consistency, accountability, and dependable follow-through
Skills
- Must live in the Greater Philadelphia area for periodic team meetings
- You take ownership and follow through without needing reminders
- Responsiveness is second nature; you understand that timely communication matters
- You are comfortable in a high-volume queue where priorities shift quickly
- Strong written communication across email and chat: clear, professional, and empathetic
- Good judgment: you can gather facts quickly and determine the appropriate next step
- Strong organization and time management with competing deadlines
- You learn quickly, retain what you learn, and apply it with increasing independence
- You can explain technical workflows simply and clearly
- You work well independently while actively collaborating with a team
- Comfortable working daily in Google Workspace, Slack, Teamwork Projects/Desk, Zoho, and ChatGPT
- Customer Success, Support, or Account Services experience in a fast-paced environment
- Multifamily experience or familiarity with property-management systems such as Yardi, RealPage, or AppFolio
- Experience troubleshooting software workflows and writing strong internal notes
Benefits
- Fully remote work arrangement for employees in the Greater Philadelphia area
- Generous PTO
- Healthcare coverage
- Dental coverage
- Profit-sharing
- 401(k) match
- Clear path to grow into a Customer Success Manager role
Company Overview