Customer Success Associate

**Respage \| Full\-time \| Fully remote \| Must live in PA, NJ, DE** Role Summary Respage is hiring a Customer Success Associate for a high\-ownership, fast\-moving Customer Success role. This is not a “light support” position—this is a demanding, accountability\-driven role where you will manage a constant flow of client requests and take initiative head\-on every day. You will be the frontline owner of our Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution. You will also be accountable for a small portfolio of clients, supporting weekly maintenance and proactive communication. You’ll partner closely with our Customer Success Managers (CSMs) to ensure client services are fully set up and supported—especially when new orders come in. Alongside these Customer Success responsibilities, you’ll help create and manage social posts for Respage’s clients, support their reputation management, and complete special projects with our marketing manager as needed. What You’ll Do (Key Responsibilities) 1\) Support Inbox \+ Chat Ownership (Primary Responsibility) * Own the daily flow of incoming support emails and client chat messages from our website and dashboard. * Respond quickly and professionally, gather details, and provide clear next steps. * Triage requests: determine if the issue is user error, setup gap, product limitation, or a possible defect—and route accordingly. * Track requests through to completion with consistent client updates and follow\-through. 2\) Assigned Client Portfolio (Weekly Maintenance \+ Communication) * Be accountable for a small group of assigned clients to support ongoing maintenance and weekly touchpoints. * Maintain consistent communication cadence (weekly check\-ins/status updates as appropriate). * Track open items, requests, and follow\-ups to ensure nothing slips and clients feel continuously supported. * Proactively surface risks, recurring issues, or upcoming needs to the CSM team. 3\) Setup Support \+ Proactive Order Assistance * Partner with CSMs to ensure client services are set up completely and launch requirements are met. * When new orders come in, proactively start your portion of the work immediately—no waiting to be told. * Ask smart questions early (internally) to avoid delays, prevent rework, and keep rollouts moving. * Maintain accurate documentation so internal teams can act fast and clients get consistent answers. 4\) Issue Investigation \+ Problem Solving * Research and troubleshoot client issues using available tools, internal documentation, and product context. * Identify patterns and recurring issues, document them, and escalate when needed. * Recognize potential bugs and work with technical teams to provide strong notes, reproduction steps, and impact. 5\) Communication \+ Execution Discipline * Deliver consistently strong written communication—clear, cal