Customer Success Associate

About Custom Channels

Custom Channels is a leading B2B music streaming company for thousands of major brands in North America. Music is at the heart of what we do. Our team acts as an extension of our customers branding teams, curating playlists that convey a feeling, emotion, and vibe that perfectly reflects the customer experience.

Brands like CAVA, Hilton, Smile Doctors, and Floyd's Barbershop rely on our software platform to deliver a seamless and fully-licensed music experience.

Job Summary

We are looking for a fast-learning, process-oriented, and tech-savvy Customer Success Associate to join our team and deliver an outstanding customer experience, contributing to education, support, and retention of Custom Channels customers. This is a hybrid role, in office three days a week, with Mondays and Fridays remote.

Role Overview

The ideal Custom Success Associate will have a strong operational mindset to support our customers post-sale. From onboarding to support and product engagement, this role will join our small but mighty company of ten and contribute directly to our client retention. This role will require hands-on experience with HubSpot (or comparable CRM) and a solid understanding of troubleshooting principles for internet-connected devices. The successful candidate will provide day-to-day communication, handle inbound customer inquiries and apply industry knowledge to ensure high customer satisfaction.

You'll play a key role in maintaining CRM integrity, resolving technical issues, and ensuring a smooth onboarding experience, while reporting into the Senior Customer Success Manager to support long-term customer relationships through proactive outreach and timely escalation of account needs. Ideal candidates are resourceful, customer-focused, and thrive at the intersection of tech support, operational efficiencies, and client success.

Responsibilities

Customer Lifecycle Management

• Work with sales and the Senior Customer Success Manager to ensure smooth onboarding and rollout to new and expanding customers. Manage customer billing and product issues.
• Monitor account health signals (device status, support volume, billing issues) and escalate at-risk accounts, renewal concerns, and expansion opportunities to the Senior Customer Success Manager.
• Serve as the day-to-day point of contact for product, support, and how-to questions, helping customers get the most out of the platform.

Operational Excellence in HubSpot and related tooling

• Maintain clean, organized, and up-to-date CRM data to reflect accurate customer journeys and support ticketing
• Build and optimize workflows for better efficiency and visibility into account health
• Willingness to learn new technology tools to better manage customer outreach
• Support sales and customer success efforts with reports, segmentation, and automation tools.

Technical Troubleshooting & Account Support

• Resolve issues related to internet-connected audio devices through structured problem-solving via email, phone, and chat.
• Provide support for general account inquiries across product, billing, and service.
• Contribute to knowledge base content by documenting recurring issues and solutions that feed to an improved chatbot experience for our customers

Cross-Functional Collaboration & Process Improvement

• Partner with product and engineering teams by sharing customer feedback and usability insights.
• Identify and suggest operational improvements to streamline internal processes.
• Help refine onboarding and support materials to improve customer experience.

Qualifications

• Education:
  • Bachelors degree; Business, Communications, or a related-field preferred
• Experience:
  • Minimum of 2 years of experience in customer service, business operations, technical support, CRM data management for B2B software or hardware companies, ideally with experience in all core areas listed in above responsibilities.
• Skills:
  • Excellent written and verbal communication skills
  • Self-starter and process-oriented mindset with a focus on details
  • Familiar with support queuing systems
  • Ability to provide tier 1 technical support for internet connected audio devices
  • Proficiency in Hubspot or comparable CRM systems preferred

Compensation & Benefits

• Salary:
  • Salary Disclosure for Colorado: This role has an On-Target-Earnings range of $70,000 - $80,000, composed of a base salary and annual company incentive program
  • Final offer amount is determined by factors including years and depth of candidate's experience, and skill set alignment to the job requirements
• Benefits:
  • Flexible-time-off vacation policy
  • 12 company holidays
  • Rich benefit plan offering medical, dental, HSA, FSA, mental health services
  • Health insurance plan offering that is fully covered by company
  • $1,500 annual company HSA contribution (if enrolled in eligible plan)
  • 401(k) or IRA retirement plan with company contribution

To Apply: Please submit your resume and a cover letter detailing your interest in the Customer Success Associate position at Custom Channels here: https://www.careers-page.com/customchannels/job/3W8X876V

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

All applications must be authorized to work in the United States.