Customer Success Associate - NYC

About the Company

Commonwealth Joe Coffee Roasters is a major U.S. cold brew on tap provider, serving customers in offices and hospitality venues across the DMV, the NY Tri-State region, and 30 states nationwide. The company manufactures in Beltsville, Maryland, runs a flagship café in Arlington, Virginia, and is known for its focus on quality coffee, dependable service, and customer care.

The Customer Success function plays a key role in delivering on that promise by being the first point of contact for customers and helping keep service consistent and reliable.

Role Overview

The Customer Success Associate serves as the day-to-day contact for corporate office and hospitality clients. This position is heavily focused on support: answering calls, replying to emails, solving problems, and making sure customers feel listened to, supported, and appreciated.

In addition to customer service, the role helps with new account onboarding, works with Operations and Delivery to keep service on track, supports billing and account updates, and contributes to retention through proactive outreach and issue resolution. The associate partners closely with Sales, Operations, and Accounting to handle account needs and strengthen long-term relationships.

This position reports to the Customer Success Manager and is important to maintaining strong customer satisfaction and retention.

Key Responsibilities

Customer Support

• Answer incoming customer calls promptly and greet callers in a polished, approachable way.
• Reply to shared inbox emails within the stated response targets, including a 1-hour phone response and a 2-hour email response for Gold-tier customers.
• Listen carefully, gather the correct account details during each interaction, and confirm understanding before offering a solution.
• Use clear, customer-friendly language and avoid internal terminology when communicating.
• Resolve inquiries efficiently, set realistic next steps and timelines, and follow through on commitments.
• Keep every interaction professional and consistent with the brand across phone, email, and text.

Onboarding

• Support new corporate office and hospitality accounts through their first 90 days.
• Coordinate with Operations and Delivery to set up installations and ensure a smooth transition from Sales to Customer Success.
• Help customers learn how to use the portal, place orders, set up payment preferences, and move toward ACH Autopay.

Account Management

• Build and maintain strong relationships with existing customers to support satisfaction and retention.
• Reach out proactively to identify account issues early and keep service running smoothly.
• Assist with service changes, schedule adjustments, and special customer requests.
• Work with Accounting on billing questions, invoice fixes, and payment method updates.
• Gather customer feedback and route it to the correct internal teams for follow-up and improvement.

Cross-Functional Coordination

• Collaborate with Sales, Operations, and Accounting on daily account-related needs.
• Share updates clearly in team channels and tools so internal stakeholders have visibility into account activity.
• Keep accurate records of conversations, issues, and resolutions in the CRM and shared inbox.

Requirements

• Strong customer service ability with a warm, professional approach.
• Good active listening, problem-solving, and follow-through habits.
• Excellent written and verbal communication skills.
• Strong organization and attention to detail while managing multiple customer interactions.
• Genuine interest in coffee and the beverage and hospitality industries.
• Ability to work onsite at least three days per week at the Beltsville production facility, with occasional time at the Clarendon office in Arlington, as needed by the Customer Success Manager.
• Preferred: 1-3 years of experience in a customer-facing position such as customer support, account management, hospitality, or a similar area.
• Preferred: Bachelor’s degree in communications, marketing, business, or a related discipline.
• Preferred: Basic understanding of the B2B sales lifecycle.
• Preferred: Experience with a CRM in a sales or customer success context, such as Close.io or HubSpot, plus familiarity with Google Workspace and Microsoft Office.
• Preferred: Ability to use AI tools such as ChatGPT or Claude to draft, summarize, and work more efficiently.
• Preferred: Knowledge of the coffee industry.

Compensation and Schedule

The base salary for this position is $50,000 per year, with an additional $10,000 annual variable component tied to Customer Success performance metrics. Total on-target earnings are $60,000.

The role is full-time and typically follows an 8-hour workday aligned with customer support coverage from 8:30 AM to 6:00 PM EST.

Additional Notes

This position is described as remote, but it also requires onsite presence at least three days each week at the Beltsville production facility and occasional visits to the Clarendon office in Arlington. The working arrangement is therefore hybrid in practice.

The role is centered on supporting corporate office and hospitality customers and includes expectations around customer response speed, onboarding support, billing coordination, and retention-focused outreach.