Customer Success Associate

Crain Communications
retirement plan, remote work
United States, California, Mountain View
1975 West El Camino Real (Show on map)
Apr 18, 2025
Description Staffing Industry Analysts (SIA) is the global advisor on staffing and workforce solutions. Known for our independent and objective insights, SIA's award-winning proprietary research, data, support tools, publications and executive conferences provide a competitive edge to decision makers who supply and employ contingent labor and drive solutions in an ever-evolving ecosystem. We have been in business for over 30 years. SIA is owned by Crain Communications, giving us the flexibility and agility of a smaller company and the stability and resources of a top tier organization. As a leading research and advisory firm specializing in staffing and workforce solutions, our business-to-business services span across research, industry news, executive conferences, member-based advisory, training, and certification. Our digital membership platform serves as the hub for all client engagement, delivering exclusive content and community to a global network of professional services leaders. Reports To Senior Manager, Corporate Membership Location Full-Time, Remote position, Pacific Time Zone Position Summary We are seeking a detail-oriented, tech-savvy Customer Success Associate to support our Corporate Membership Division. This role is essential in ensuring our corporate members receive an exceptional experience from onboarding through renewal. The ideal candidate thrives in a fast-paced, service-driven environment, excels at written and verbal communication, and is highly organized, proactive and adept with technology. Key Responsibilities Serve as the primary point of contact for onboarding and supporting corporate members via our digital membership platform Deliver exceptional customer service and support via email, phone, and video meetings Guide new members through account setup, platform navigation, and available member resources Proactively monitor member engagement and follow up to ensure utilization and satisfaction Coordinate with internal teams (research, events, marketing, etc.) to deliver seamless service to members Troubleshoot member issues related to platform access or content availability, escalating when needed Identify opportunities to improve internal processes and member experience through technology and automation Support reporting and administration tasks related to member activity, feedback, and engagement metrics using our proprietary automation (CRM and member management systems). Onsite conference presence as necessary (must be willing to travel) Qualifications 3+ years in customer service, client success, or account coordination (preferably in a B2B or professional services environment) Experience in the staffing business is a plus! Exceptional written and verbal communication skills Strong organizational and administrative abilities with excellent attention to detail Proactive, self-motivated, and comfortable working both independently and collaboratively Proven ability to manage multiple tasks, meet deadlines, and follow through Experience working with CRM systems, digital platforms, or member portals (Salesforce or similar tools a plus) Tech-savvy and comfortable learning new tools; familiarity with automation and workflow systems is a bonus A professional and courteous demeanor with a passion for delivering high-touch member experience Comfortable interacting with all levels of business executives/business owners This is a full-time position with the flexibility to work remotely in states where Crain Communications operates. If you live within a reasonable commuting distance to a Crain office, this role follows a hybrid model, requiring on-site collaboration a few times per week. This position is exempt under the Fair Labor Standards Act and is not eligible for overtime pay. Pay Transparency Disclosure: The estimated salary range for this position is $60,000 to $70,000. The final salary offering will take into accounta wide range of factors, including experience, accomplishments and location. The salary range provided should not be considered as a salary limit or cap. In addition to base salary, Crain also offers competitive benefits including retirement plan savings contributions and bonus opportunities based on individual and company performance. #full-time #remote #sales #associate #LI-LV1 Brand Overview: Founded in 1989, Staffing Industry Analysts (SIA) is the global advisor on staffing and workforce solutions. Our proprietary research covers all categories of employed and non-employed work including temporary staffing, independent contracting and other types of contingent labor. SIA's independent and objective analysis provides insights into the services and suppliers operating in the workforce solutions ecosystem, including staffing firms, managed service providers, recruitment process outsourcers, payrolling/compliance firms and talent acquisition technology specialists such as vendor management systems, online staffing platforms, crowdsourcing and online work services. We also provide training and accreditation with our unique Certified Contingent Workforce Professional (CCWP) program. Known for our award-winning content, data, support tools, publications, executive conferences and events, we help both suppliers and buyers of workforce solutions make better-informed decisions that improve business results and minimize risk. As a division of the international business media company, Crain Communications Inc., SIA is headquartered in Mountain View, California, with offices in London, England. www.staffingindustry.com @SIAnalysts About Crain Communications: Crain Communications is a leading business news and information company with a portfolio of 24 media brands that provide indispensable coverage and data for professionals globally and across sectors, including advertising, automotive, finance, healthcare, staffing, and workforce solutions. Many of Crain's brands are the most influential media properties in the industries and communities they serve, including Ad Age, Automotive News, Pensions & Investments, Modern Healthcare, Staffing Industry Analysts, as well as Crain's regional business brands. For more than a century, our dedication to deep sector expertise and journalistic integrity has enabled us to provide trusted insights across all our platforms, empowering today's business leaders to make industry-shaping decisions. To learn more about Crain Communications, visit crain.com. Environmental Demands Where you work matters. The job posting will provide specific information on where and when your amazing work would be performed. Employee work location is determined by the needs of the specific team and may include on-site, hybrid or remote. Employee work location is subject to change. An "in-office" role would require the employee to come into the office most days with occasional flexibility to work remotely if tasks can be performed elsewhere and if the manager approves. A "remote" role would allow an employee to work from a home office that is in one of the states Crain does business in. We can only employ a remote / "work from home" employee if they reside in one of these states: AZ, CA, CO, FL, GA, IL, MD, MA, MI, MN, NV, NY, NC, OH, OR, TN, TX, VA, WA, WI, and Washington, DC. A "hybrid" role would be a mix of in-office and remote work. There may be a specified schedule for coming into the office or it could be at the discretion of the employee with the manager's approval, subject to change. Employees who live within a reasonable commute distance from a Crain office are expected to work on-site 3 days per week. Many positions will also include work done in "the field." Depending on the role, this may include conducting in-person interviews, attending work-related events, meeting with sources or clients. Specifics will be noted in the job posting but are subject to change as a role evolves. Employees may be exposed to adverse environmental conditions, specifically during field work. Other typical job functions are performed under conditions such as those found in general office work. Travel to cover news stories/events, meetings with clients, and to our geographically separated offices may be required. It is the nature of many positions to experience non-standard working hours and be on-call when needed for responding to email, meeting with clients, attending work-related events, story development or breaking news. Most employees perform work Monday through Friday, although early-morning, evening or weekend shifts may be required. Work schedule and travel requirements are subject to change as a role and needs evolve over time. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of many Crain jobs and are subject to change. Physical activities will include frequent in-person or virtual interactions. For most positions, it is essential to be able to remain at a desk/computer workstation for prolonged periods, perform computer-related tasks, and create/maintain documents within filing systems. Must have close visual acuity to perform an activity, such as preparing and analyzing reports and information, transcribing, viewing a computer terminal, or extensive reading. The typical physical requirements are light work-exerting up to 25lbs of force occasionally and/or up to 10lbs of force frequently and may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Some positions will have additional physical requirements, including exerting up to 50lbs of force to move and/or carry equipment, supplies, files, or other materials as the role requires. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions and meet the environmental and physical demands of the role. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)