Associate Customer Success Manager

The Associate Customer Success Manager role at Streamline is focused on proactively driving customer satisfaction, engagement, and long-term success for the 2,200 local governments using our platform to manage their websites. Streamline’s mission is to empower special districts nationwide, ensuring they remain compliant and effective while achieving their goals. This role goes beyond responding to issues—you’ll actively anticipate customer needs, uncover opportunities to add value, and foster strong, collaborative relationships. If you’re energized by helping customers succeed, thrive in fast-paced environments, and enjoy being one step ahead, this role is for you! Our CS team is in the office 4 days a week and usually works from home on Fridays, so this is a Hybrid role.

What You'll Do:

• Foster strong customer relationships: Build trust and credibility with customers by understanding their needs, goals, and challenges, ensuring they feel supported at every step.
• Drive customer engagement: Proactively connect with customers to highlight underutilized features, share best practices, and ensure they’re maximizing the value of the platform.
• Anticipate and resolve challenges: Monitor customer accounts for signs of potential risks or churn and take preemptive actions to address concerns before they escalate.
• Educate and empower customers: Deliver resources, insights, and actionable strategies to help customers navigate technical tasks and compliance requirements with confidence.
• Collaborate on creative solutions: Partner with internal teams to design innovative approaches that meet specific customer needs, ensuring high levels of satisfaction.
• Communicate feedback and trends: Actively gather customer feedback and share insights with product and support teams to influence platform improvements and future offerings.
• Promote accessibility and compliance: Stay ahead of regulatory changes and guide customers in adopting features and practices that align with transparency and accessibility standards.
• Track and improve customer health: Use CRM tools like HubSpot to monitor engagement, track satisfaction, and identify opportunities for continuous improvement.
• Provide backup support: Assist with customer support ticket coverage, ensuring timely resolution of technical issues and inquiries in line with service-level agreements.

About Streamline:

Streamline has grown rapidly, doubling year over year. We invest heavily in our work culture and people. We’ve been recognized by the Sacramento Business Journal as one of the “Best Places to Work” for many years, and it shows: our clients and customers love working with us. We honor each other’s strengths and contributions and we continually learn and challenge ourselves.

Streamline is a very special place to work. Every employee receives a competitive salary and compensation package, the very best healthcare benefits available, and a place that supports them and their loved ones.

• Competitive salaries and comprehensive compensation packages.
• Flexible Time Off
• 20 company-paid holidays
• 401(k) plan with 4% company match and complimentary financial planning.
• Employee Stock Option Program (ESOP)
• Comprehensive Platinum and Gold healthcare packages, including Blue Cross, Western Health Advantage, and Kaiser.
• Streamline contributes 100% employee cost and 70% of the dependent costs for the base plan (Kaiser Gold HMO B).
• 100% employee cost and 70% of the dependent costs for vision and dental insurance.
• 100% employer covered Basic, Life, and AD&D insurance
• Flexible Spending Account (FSA) with company dollar-for-dollar company match for additional healthcare needs.
• Streamline provides $2,000 annually to a Lifestyle Spending Account to be used for health and wellness related activities not covered by the traditional Flexible Spending Account.
• 18 weeks of paid Child Bonding Leave
• Flexible Time-Off and family-friendly scheduling.
• An inclusive, mission-driven culture with a focus on community, diversity, kindness, and service.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• Customer-focused advocate: You’re passionate about helping customers succeed and are driven to go above and beyond to ensure their goals are met.
• 1-4 years of prior related experience required
• Proactive problem-solver: You excel at identifying challenges early, finding creative solutions, and taking action to prevent issues from arising.
• Exceptional communicator: You’re confident, empathetic, and articulate in all customer interactions, whether through email, phone, or in person.
• Technically adept: You’re comfortable working with web technologies like HTML, CSS, and DNS and are eager to learn more to better serve customers.
• Results-oriented collaborator: You’re highly organized, thrive on setting and achieving goals, and enjoy working cross-functionally to drive success.
• Process improvement enthusiast: You’re always seeking ways to enhance workflows, improve the customer experience, and drive efficiency.
• Analytical and data-driven: Experience with CRM tools like HubSpot is a plus, and you use data insights to guide decisions and track performance.
• Curious and adaptable: You’re a lifelong learner who embraces new challenges and keeps up with industry trends to better serve your customers.
• You have experience using a CRM, and the willingness to keep data clean and up-to-date
• Working experience using Hubspot is a plus
• Experience writing process documentation or knowledge base articles for a prior SaaS or software company is a plus