Customer Success Associate

About the job

About Us

We’re building more than products—we’re shaping the future of outdoor living. Our work supports builders, designers, landscape architects, and industry professionals who create beautiful, enduring spaces for families across America. Every interaction matters, and the experience we deliver after the sale is just as important as the product itself.

As we grow, we’re creating our first dedicated role focused entirely on customer success and experience. This is a foundational position with a clear path for growth and impact.

The Role

The Customer Experience & Success Associate is the primary human connection between our company and the professional customers we serve. You will own day-to-day customer communication—primarily through direct phone calls and email—supporting customers from order placement through delivery, issue resolution, and warranty claims.

This role sits at the center of the organization. You’ll receive, organize, and triage customer interactions, ensuring the right information reaches the right internal teams quickly and clearly. While you’ll work closely with Sales and Operations, you’ll also have direct exposure to and collaboration with the executive team.

You’ll report directly to our Chief Product Officer.

What You’ll Do

Customer Communication & Case Ownership (Primary Focus)

· Serve as the primary point of contact for professional customers via phone and email

· Manage customer interactions from initial order placement through post-install support and warranty claims

· Clearly document, organize, and track customer requests, issues, and resolutions

· Set expectations, communicate timelines, and follow through until resolution

· Ensure customers feel heard, supported, and confident working with our team

Order, Issue & Warranty Coordination

· Assist customers with placing and modifying orders

· Coordinate order status updates, delivery questions, and post-sale needs

· Act as the central intake point for warranty claims, ensuring accurate information is gathered and routed

· Work with internal teams to drive timely and effective resolution of customer issues

· Close the loop with customers once issues are resolved

Internal Triage & Collaboration

· Filter and route customer needs to the appropriate internal teams (Sales, Operations, Product, or Leadership)

· Translate customer concerns into clear, actionable internal communication

· Identify recurring issues or bottlenecks and surface them to leadership

· Maintain alignment between customer expectations and internal execution

Process & Systems Development (Approx. 15%)

· Help build and improve systems for tracking customer interactions, orders, and claims

· Contribute to documentation, playbooks, and workflows for customer success

· Recommend improvements to reduce friction and improve response times

What Success Looks Like

· Customers experience clear, professional, and responsive communication

· Orders, issues, and warranty claims are handled smoothly and efficiently

· Internal teams receive organized, actionable information

· Customer friction is reduced and repeat business increases

· Leadership has visibility into customer experience trends and opportunities