Associate Customer Success Manager

Customer Success Manager, LCS

Location: Columbus, OH Start Date: Immediate Compensation: Competitive Salary + Bonus + Equity

At Scientific Safety Alliance (SSA), we're on a mission to revolutionize how scientists experience regulation-mandated services. We provide testing, inspection, and calibration services—and supply air filters and equipment parts—to pharmaceutical, medical device, and research organizations across the U.S.

We're growing fast. With 24 acquisitions in less than 3 years, a customer base of 13,500+, and a spot on Inc. Magazine's 2024 and 2025 Fastest-Growing Private Companies, SSA is scaling quickly—and looking for bold, customer-obsessed talent to grow with us.

Associate Customer Success Manager (LCS)

Role Overview

The Customer Success Manager (CSM) supports daily operations, customer communication, invoicing, and reporting for the LCS division. This role is highly execution-focused and requires strong attention to detail, organization, and responsiveness.

The Associate CSM works closely with customers, technicians, and internal teams to ensure jobs are scheduled correctly, reports are accurate, and billing is completed on time. This role is critical to delivering a seamless customer experience and supporting overall operational efficiency.

Key Responsibilities

Customer Support & Communication

• Serve as a point of contact for customer requests and inquiries
• Respond to customers quickly and professionally
• Help resolve customer issues related to scheduling, reports, and billing

Invoicing & Billing

• Prepare and send monthly and ad hoc invoices
• Ensure billing accuracy and consistency
• Work with internal teams to resolve billing discrepancies
• Support accounts receivable follow-up as needed

Report Review & Quality Control

• Review technician reports for accuracy, completeness, and formatting
• Ensure reports meet SSA standards before delivery to customers
• Coordinate corrections with technicians when needed

Operational & Administrative Support

• Support scheduling and coordination of customer jobs
• Assist technicians with administrative needs
• Maintain organized records, documentation, and workflows
• Help ensure smooth day-to-day operations across the team

What Success Looks Like

• Invoices are accurate and sent on time with no surprises
• Reports are clean, complete, and delivered promptly
• Customers receive fast, clear communication
• Tasks are completed without follow-up or reminders
• The operation runs smoothly with minimal errors or delays

Qualifications & Skills

Core Competencies

• Strong attention to detail and organization
• Ability to manage multiple tasks and priorities
• Clear and professional communication skills
• Strong sense of ownership and follow-through
• Ability to work in a fast-paced, execution-focused environment

Technical Skills

• Proficiency in Microsoft Excel and Office tools
• Comfortable learning new systems (CRM, scheduling, billing platforms)

Experience

• 1–4 years of experience in customer service, operations, or administrative support
• Experience with invoicing, reporting, or coordination is a plus

Work Environment & Expectations

• Fast-paced, detail-oriented environment
• Role may require 50+ hours per week during peak periods
• High standards for responsiveness, accuracy, and accountability
• Team-oriented with close collaboration across functions

Why You'll Love It Here

• A mission that matters—supporting scientific innovation through compliance and safety
• A culture that values autonomy, embracing change, integrity, openness and urgency.
• Room to grow professionally—we're scaling fast and investing in our people
• Exposure to leading pharma, med device, healthcare and research organizations.
• Competitive salary, benefits, opportunities for advancement and most importantly ownership equity. We want everyone to think like an owner.
• You will be a thought-partner in providing ideas that shape the future of SSA.

Benefits

• Equity ownership in SSA
• 401(k)
• Dental insurance
• Health insurance (100% for employee and family)
• Life insurance
• Paid time off
• Parental leave