What are the responsibilities and job description for the Associate Customer Success Manager position at Scientific Safety Alliance?
Customer Success Manager
Location: Columbus, OH
Start Date: Immediate
Compensation: Competitive Salary Bonus Equity
About Scientific Safety Alliance (SSA)
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.
The Role
As a Customer Success Manager (CSM), you’ll be the face of one of our companies, LCS. You’ll ensure our clients feel confident, supported, and delighted with their service experience. From onboarding and retention to ensuring our customers are provided world-class service, you’ll own the customer journey and help position SSA & LCS as a trusted partner.
This role blends relationship management, operational savvy, and a deep understanding of the scientific and regulated environments we serve. It’s perfect for someone who thrives in a fast-paced, mission-driven company where your work makes a direct impact.
What You'll Do
- Serve as the primary point of contact for a portfolio of customer accounts
- Own customer onboarding, training, and success planning
- Monitor service delivery, respond to issues, and proactively address risks
- Work closely with our Field Technicians to ensure efficient scheduling.
- Drive customer retention and satisfaction through consistent engagement and support
- Identify upsell opportunities and collaborate with Sales on account expansion
- Analyze customer trends and feedback to improve service offerings and processes
- Partner cross-functionally with Field Service, Operations, Sales and the Finance team to ensure a seamless customer experience.
- Be an internal voice for the customer—advocating for their needs and goals
What You Bring
- 1 years in a customer success, account management, or client-facing role.
- Strong relationship-building skills with a customer-first mindset
- Ability to understand and explain technical or service-based offerings
- Organizational and problem-solving skills to manage multiple accounts simultaneously
- Comfortable working in a high-growth, fast-changing environment
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
Salary : $50,000 - $62,500