Customer Success Partner

Job Description

100% Remote · Full-Time Independent Contractor · Philippines-Based · U.S. Business Hours Imagine being the person who makes a 120+ staffer book feel manageable. Every account you monitor closely helps a Customer Success Rep catch risk before it becomes churn. Every report you keep accurate gives the Rep the visibility they need to make the right call. Every follow-up you close keeps the book moving without something slipping through the cracks. That's this role. About The Role The Customer Success Partner is the operational partner behind a Lead or Principal Customer Success Rep managing a large and growing book of 120+ staffer accounts. The Rep owns the client-facing relationship, strategic conversations, and overall account direction. You own the operational engine underneath that relationship — monitoring account health, maintaining reporting, tracking follow-ups, supporting onboarding, and making sure the day-to-day work across the book gets done. This is a partnership, not a support-ticket queue. You and your Rep run the book together. You identify what needs attention, keep information current, surface risks early, and make sure the Rep has the context they need to step in when a relationship-level conversation is required. We begin searching for a Customer Success Partner once a Rep's book reaches approximately 100 staffers. This allows the Partner to be trained and fully operational by the time the Rep crosses 120 staffers and moves into the Lead Rep tier. As the book continues to grow toward 160, 180, and 200+ staffers, your ability to create structure, maintain visibility, and keep execution moving becomes increasingly important. This is an operational Customer Success role. You are not the primary owner of the client relationship, and you are not responsible for sourcing or sales decisions. Your job is to make the customer success function scalable. THE IDEAL CANDIDATE You naturally spot what needs attention before someone has to ask. You are highly organized and comfortable managing a large volume of accounts, tasks, and follow-ups. You are detail-oriented without losing sight of the bigger picture. You are comfortable working with recurring reports, account data, and operational metrics. You communicate clearly and proactively, especially when something is at risk. You can work independently while staying closely aligned with a partner. You are comfortable working in a remote, fast-moving environment where priorities can shift. You take ownership of your work and close loops rather than waiting to be chased. WHAT YOU'LL OWN Book Health Monitoring. Monitor the health of a shared book of 120+ staffer accounts. Identify potential risks early and flag issues before they become larger account or retention concerns. Account Reporting. Own recurring account reporting and keep book-level data accurate, organized, and current. Ensure your Rep has reliable information to understand what's happening across the book. Day-to-Day Account Execution. Handle the operational work that keeps accounts running smoothly underneath the Rep. Track follow-ups, account updates, action items, and other recurring activities across the book. Rep Partnership. Work closely with your assigned Rep on prioritization. Catch what needs attention, surface important updates, and help the Rep stay focused on strategic conversations and the client-facing relationship. Onboarding & Early-Tenure Tracking. Support onboarding and early-tenure tracking for new staffers added to the book. Maintain visibility into important updates and potential concerns during the early stages of an account. Risk Escalation. Escalate issues clearly and early, providing enough context for the Rep to understand the situation and step in when a relationship-level conversation is needed. Book Organization & Data Hygiene. Keep account information, tracking, and reporting systems accurate and organized. Make sure important details are easy to find and that the book remains manageable as it grows. WHAT YOU WON'T OWN Primary Client Relationship. The Rep remains the primary owner of client-facing relationships, strategic conversations, and relationship-level decisions. Strategic Account Management. You support the Rep with visibility, execution, and operational context, but you are not the primary decision-maker for account strategy. Sourcing & Sales-Side Matching. Staffer sourcing, sales-side matching decisions, and staffer churn within the first 30 days of placement remain with the appropriate sourcing and sales teams. WHAT YOU'LL BRING Experience in account management, customer success, operations support, client support, or a similar role Strong attention to detail and comfort owning recurring reporting and data accuracy Ability to manage and organize a large volume of accounts, tasks, and follow-ups Clear and proactive communication skills, with the confidence to flag risks before being asked Strong organizational and time-management skills Ability to work independently and stay accountable in a remote environment Strong follow-through and attention to detail, with the ability to keep multiple priorities moving Comfort working with spreadsheets, reporting tools, account-management systems, and other digital tools Ability to work U.S. business hours Preferred (Nice to Have) Staffing, recruitment, accounting, or professional services experience Experience supporting U.S.-based clients or teams Experience managing a high-volume book of accounts Experience with account-health monitoring, reporting, or operational dashboards Experience working alongside Customer Success Managers, Account Managers, or other client-facing leaders HOW WE WORK Quality First Account information, reporting, documentation, and communication should always be accurate, complete, and professional. Security Matters Candidate, staffer, client, and company information is handled with the highest level of confidentiality. Reliable Collaboration We work closely through Slack, Zoom, shared documentation, and predictable communication rhythms — even across time zones. Own the Outcome We don't just complete tasks. We take ownership of the result, close loops, and raise issues before they become problems. Continuous Improvement As our books grow, our processes need to grow with them. We constantly look for ways to improve visibility, eliminate repetitive work, and make the customer success function more scalable. WHY CAS IS DIFFERENT We are not a gig platform. We are not a freelance marketplace. We are not short-term staffing. At CAS, we're building long-term careers around meaningful ownership. The Customer Success Partner role is designed as a career track within our Customer Success organization. As the books you support grow, so does your impact. You'll become a critical part of the operating structure that allows our Customer Success team to support more staffers without sacrificing the quality of the experience. At CAS, you'll enjoy: Competitive USD compensation based on experience Permanent remote work Full company equipment provided (laptop, monitor, accessories) 15 days PTO annually + local holidays Guaranteed annual increases Referral rewards up to $1,000 Monthly flexible stipend (CAS Flex Perks) Structured onboarding and career development Opportunities to grow within Customer Success and Operations A culture built around ownership, continuous learning, and innovation CONTRACT & EXCLUSIVITY This is an independent contractor engagement. Full-time exclusivity is required — candidates must not hold other part-time or freelance engagements once hired. Conflict-of-interest checks may apply. READY TO TAKE THE NEXT STEP? Your next big career move starts here. Apply now and become the operational partner behind a Customer Success book built to scale. https://jobs.ashbyhq.com/cas