Customer Success Associate and Account Manager (Remote)

Job Description

<p><b>SMB Deal Hunter </b>is the leading platform for small business buyers. In the past 12 months, we've helped aspiring acquisition entrepreneurs close over $115M in acquisitions through helping them find profitable companies for sale, learn creative financing strategies, and join a thriving community of buyers, investors, and operators.</p><p><br></p><p>We’re looking for a world-class <b>Customer Success & Onboarding Specialist</b> to deliver an exceptional first experience for every new member.</p><p><br></p><p>This role is the <b>first touchpoint of our brand</b>. You will set the tone for our members’ entire journey: onboarding them, guiding their first 30 days, and ensuring they make real progress toward buying a small business.</p><p><br></p><p><b>What You’ll Own</b></p><p><br></p><p><b>Member Onboarding (Primary Responsibility)</b></p><p><br></p><ul><li>Run <b>15–30 onboarding calls per week</b> with new SMB Deal Hunter Pro members.</li></ul><p><br></p><ul><li>Deliver a consistent, high-energy onboarding walkthrough that sets expectations and builds momentum.</li></ul><p><br></p><ul><li>Diagnose each member’s goals, background, and timeline so you can route them to the right advisors and tools.</li></ul><p><br></p><ul><li>Ensure every member knows exactly what to do in their first 7, 14, and 30 days.</li></ul><p><br></p><p><b>First 30-Day Success Management</b></p><p><br></p><ul><li>Monitor progress, follow up, and help course-correct when momentum stalls.</li></ul><p><br></p><ul><li>Track leading indicators (call attendance, CIM submissions, LOIs, questions asked) to identify at-risk members before they disengage.</li></ul><p><br></p><ul><li>Run weekly “Success Check-in” sessions or office-hours-style calls.</li></ul><p><br></p><p><b>Community Management & Engagement</b></p><p><br></p><ul><li>Welcome new members inside Slack and introduce them to relevant channels and resources.</li></ul><p><br></p><ul><li>Encourage participation and answer recurring questions (or route them to advisors).</li></ul><p><br></p><ul><li>Maintain community hygiene: enforce guidelines, encourage collaboration, highlight wins.</li></ul><p><br></p><ul><li>Surface community trends, pain points, and commonly asked questions to the leadership team.</li></ul><p><br></p><p><b>Customer Experience & Operations</b></p><p><br></p><ul><li>Own the entire onboarding pipeline from purchase ➝ scheduling ➝ call ➝ 30-day success ➝ handoff to long-term team of M&A advisors.</li></ul><p><br></p><ul><li>Troubleshoot technical issues related to onboarding, account access, or member resources, and coordinate with our internal team when escalations are needed.</li></ul><p><br></p><ul><li>Collaborate with our advisors for warm handoffs.</li></ul><p><br></p><ul><li>Update onboarding SOPs, playbooks, templates, and checklists.</li></ul><p><br></p><ul><li>Serve as the internal voice of the customer—identify friction and propose improvements to curriculum, tools, and onboarding flow.</li></ul><p><br></p><p><b>Retention & Support</b></p><p><br></p><ul><li>Proactively reach out to disengaged members to re-activate them.</li></ul><p><br></p><ul><li>Answer support questions via email, Slack, or in onboarding calls.</li></ul><p><br></p><ul><li>Monitor member health scores and early churn signals.</li></ul><p><br></p><ul><li>Improve our NPS and first-30-day milestone completion rates.</li></ul><p><br></p><p><b>What Success Looks Like</b></p><p><br></p><ul><li>90%+ of new members complete all key onboarding milestones.</li></ul><p><br></p><ul><li>High show-rate to calls due to your reminders, energy, and clarity.</li></ul><p><br></p><ul><li>Members report that onboarding exceeded expectations.</li></ul><p><br></p><ul><li>Faster “time to first win” (CIM submitted, lender intro, LOI drafted, etc.).</li></ul><p><br></p><ul><li>Strong community engagement in members’ first month.</li></ul><p><br></p><ul><li>The operations around onboarding run smoothly and predictably.</li></ul><p><br></p><p><b>You’re a Great Fit If You…</b></p><p><br></p><ul><li>Have 2–5+ years of experience in customer success OR are a high-performing recent graduate with internships, leadership roles, or hands-on responsibility in customer success, operations, coaching, or community roles</li></ul><p><br></p><ul><li>Are extremely organized and thrive in process-driven environments.</li></ul><p><br></p><ul><li>Communicate clearly and warmly.</li></ul><p><br></p><ul><li>Love helping people succeed and know how to keep them accountable.</li></ul><p><br></p><ul><li>Have strong emotional intelligence and can adapt your style based on who’s on the call.</li></ul><p><br></p><ul><li>Enjoy working in fast-growth, entrepreneurial environments.</li></ul><p><br></p><ul><li>Are tech-savvy with tools like Slack, Zoom, Airtable, CRM systems, Typeform, etc.</li></ul><p><br></p><ul><li>Can work <b>ET hours</b> regardless of where you live.</li></ul><p><br></p><p><b>Why SMB Deal Hunter?</b></p><p><br></p><p>You’ll join a fast-growing company supporting the next generation of acquisition entrepreneurs. Our members are passionate, ambitious, and action-oriented—and your work directly helps them build life-changing outcomes.</p><p><br></p><p>We move fast, iterate constantly, and treat our team like owners. If you want to join a high-urgency, high-impact environment where every day is different, you’ll love it here.</p><p><br></p><p><b>The Details</b></p><p><br></p><ul><li>Type: Full-Time (1099 Contractor)</li></ul><p><br></p><ul><li>Location: Remote (open globally, must work ET hours)</li></ul><p><br></p><ul><li>Compensation: $40-$50K USD /year + Performance Bonus</li></ul><p><br></p><ul><li>Start: Immediate</li></ul><p><br></p><p><b>How to Apply</b></p><p><br></p><p>Submit the following to hiring@smbdealhunter.xyz with the subject line “I’m your customer success associate” and include:</p><p><br></p><ul><li>Your resume</li><li>A short Loom video (1–2 minutes) explaining why you’re a strong fit for this role, examples of how you’ve helped customers succeed or stay accountable, and what you believe great onboarding looks like.</li></ul>