Note: The job is a remote job and is open to candidates in USA. Collective Goods Holdings, Inc., through its Books Are Fun business, works to inspire lifelong readers by helping children get excited about books. The Customer Success Associate will provide white-glove service to schools participating in the Book Blast program, managing relationships from onboarding through renewal, supporting retention and engagement, and coordinating with sales and leadership.
Responsibilities
- Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal
- Build and nurture strong, long-term relationships with school leaders through personalized outreach and proactive problem-solving
- Implement retention strategies based on Never Lose a Customer Again principles to maximize renewals and engagement
- Use data-driven insights to highlight program impact and promote future participation
- Facilitate smooth transitions of new schools from sales to customer success
- Partner closely with the Regional VP to align on client needs and retention efforts
- Provide valuable feedback on customer insights, program enhancements, and growth opportunities to leadership and marketing
- Develop and execute engagement strategies that maximize participation and event results
- Support the Regional VP with communication and project coordination, as needed
- Identify friction points in the customer journey and refine processes to create effortless experiences
- Maintain organized, detailed records of client accounts, communications, and outcomes
- Participate in ongoing training and coaching to deepen knowledge of customer success best practices, sales techniques, and program details
- Encourage and gather testimonials, referrals, and client advocacy to grow the Books Are Fun network
- Leverage client satisfaction to build a network of advocates for Books Are Fun
Skills
- Strong communication, relationship-building, and problem-solving skills
- Customer-centric mindset with passion for creating exceptional experiences and long-term loyalty
- Organized, detail-oriented, and capable of managing multiple priorities seamlessly
- Energetic and enthusiastic - you love books and enjoy sharing that excitement with clients
- Comfortable working independently in a remote environment
- ****Skills:**** Exceptional communication, relationship-building, and problem-solving skills
- ****Personality:**** Customer-oriented with a passion for going above and beyond to meet client needs. Comfortable meeting new people every day and engaging with them directly
- ****Attitude:**** Positive, proactive, and enthusiastic about helping others succeed
- This is a remote position
- ****Please note: We are currently only hiring in AL, AZ, CA, CO, DE, FL, GA, IA, IL, IN, KY, MD, MO, NC, NE, NV, NY, OH, PA, SC, TN, and TX. Applicants outside these states will not be considered
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 10 pounds at times
- Bachelor's degree
- Experience in Sales, Customer Success, or Customer Service
- Experience with CRMs
Benefits
- 401(k)
- Dental insurance
- Vision insurance
- Health insurance
- Flexible Spending Account/Health Savings Account/Dependent FSA
- Supplemental benefits (critical illness, accident, & hospital indemnity)
- Employee Assistance Program
- Internet stipend
- Company paid life insurance + buy-up option
- Company paid short-term & long-term disability insurance
- 13 paid holidays throughout the year
- Paid Time Off
- Paid Volunteer Time Off
- Work from home
- Cultural connections such as our Quarterly Book Club
- Performance Bonuses paid seasonally
Company Overview