About The Team

Our Customer Success team is made up of people who care deeply about helping our customers win.

What You’ll Do

Customer Success Representatives (CSRs) support Customer Success Managers by executing onboarding and activation work across their accounts. You will work hands-on with customers during onboarding, help drive early adoption, and handle the day-to-day tasks that enables CSMs to focus on strategy and account ownership.

Key Responsibilities

• Onboarding Execution: Support Customer Success Managers by executing onboarding tasks and working directly with customers via Zoom and async communication to drive fast time to value.
• Hands-On Configuration: Spearhead account setup, data entry, and feature configuration to support CSM-led onboarding and activation.
• Adoption Enablement: Execute specific tasks in service of enabling customers use the platform correctly and consistently.
• Issue Resolution: Troubleshoot and resolve customer questions and issues, escalating when appropriate to ensure nothing blocks activation or adoption.
• CSM Support: Execute day-to-day tasks across CSM-owned accounts, including account updates, documentation, data entry, and customer outreach.
• Account Documentation: Maintain accurate notes, account statuses, and activity records to ensure internal clarity and clean handoffs.
• Cross-Functional Feedback: Surface recurring issues, document customer feedback, and identify adoption blockers to Customer Success and Product teams.

Characteristics of a TFA CSR

• Ownership: Takes responsibility for customer outcomes and internal deliverables.
• Bias for Action: Moves quickly and decisively while maintaining quality.
• High Awareness: Understands product capabilities, customer use cases, and common friction points.
• Candor and Curiosity: Communicates honestly and seeks to continuously improve.
• Team-Oriented: Operate in lockstep with CSMs, sales, and product to support shared goals.
• Humbly Hungry: Motivated to grow, learn, and contribute without ego. This role is perfect for those who want to develop operational mastery and grow to absorb expanded responsibilities.

Compensation & Perks

• Earnings Potential: $50,000 - $65,000+ annually.
• Benefits: Long term disability, Medical, Dental, Vision, 401(k) w/ company match.
• Equity: Along with a salary, you'll gain stock options, making you not just an employee, but a part-owner of our future.
• Goal-Oriented Work Environment: This team works together in person every day - we value collaboration and view it as a catalyst to learning quickly and accelerating growth.

Job Type & Location

• Full-time, in-person.
• Based in our Los Angeles office (Westwood, 90024).

Benefits

• 💰 Competitive salary and equity in a fast-growing company.
• 💝 Comprehensive medical, dental, and vision policies - TFA covers 75% for the employee and 50% for dependents
• 🏦 Traditional 401(k) & Roth 401(k) w/ 3.5% match
• 😷 Comprehensive disability coverage to ensure peace of mind in case of unexpected illness or injury.