Customer Success Associate (Req #1321)
Eplusinc · King of Prussia, PA · Posted Jul 1, 2026
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Overview
As a Customer Success Associate (CSA), you will be accountable for managing the customer experience and satisfaction of managed services delivery to a mid-tier set of client accounts and for the overall service relationship. You will promote the continuous improvement of productivity, service quality, and customer satisfaction, while focusing on customer retention and helping customers receive the optimal value of services delivered.
Your Impact
The essential functions of this position include:
Establish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlus products and services
Engage and manage strategic 3rd party annuity services partners, including the execution of the semi-annual process of completing the partner scorecard and corresponding customer survey
Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns – target cadence bi-weekly or monthly
Track and communicate customer satisfaction to all team members and manage recovery efforts when appropriate
Take ownership and role of customer advocate for sensitive customer issues and escalations, including the development and execution of root cause analysis and related plans for corrective action
Execute semi-annual customer survey for assigned annuity services customers
Align with assigned ePlus project manager and other team members to help provide optimal customer experience throughout on-boarding process
Host go-live meetings with new customers; deliver signed start-of-service letters to billing
Work with customers to maintain key customer information such as contracts, escalation lists and location data
Responsible for preparing for and leading annual ePlus customer performance review meeting, which includes participation from multiple levels of the customer’s organization and other members of the ePlus Team
Manage communication and handoff for non-managed services issues and concerns, ensuring customers experience a full-service, or one-service mentality
Collaborate with sales teams to identify potential upsell opportunities within assigned customer portfolio – engage Business Development Executive and/or Account Executive for appropriate actions
Provide data to Business Development Executive for account reconciliation (change orders/true ups) on a regular basis and as required by the business
Provide necessary data in support of quotes and contracting of Change Orders
Performs other duties as assigned
Qualifications
Relevant degree and/or professional qualifications
Minimum 2 – 4 years of experience in a client-facing position
Development and delivery of quality customer-facing presentations
Working with or for an IT managed services organization / company
Previous project management experience is a plus
Able to work independently and as part of a fast-paced team environment
Strong people management skills with strong communication abilities
Strong client focus and high-level customer service expertise
Demonstrate depth of operational services management expertise
Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Position Specifics
The initial base salary range for this position is expected to be between $60,000 and $75,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.
ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here .
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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Who We Are
At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.
Corporate Values
Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within…