{"id":4108246,"url":"https://alion.io/job/otter-customer-success-associate","title":"Customer Success Associate","company":{"id":179684,"name":"Otter","domain":"tryotter.com","url":"https://alion.io/company/otter-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":15,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":65,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-11-11T22:03:42Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T22:54:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who we are \nIn the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter - to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.\nWhat you’ll do\nOversee a portfolio of ~1,000 SMB, and some mid-market restaurant locations, with the goal of providing an industry-leading customer experience\nSupport CSMs to ensure account upselling and cross-selling targets are achieved within your team and overall portfolio\nProactively identify customers that need follow ups / check-ins to ensure high NPS / CSAT and to prevent churn\nGuide customers on how to most effectively use the Otter suite of tools and technology to improve business results\nAct as an advocate for our customers to understand their objectives and collaborate with them to build performance success plans\nProactively communicate with clients about product functionality and changes\nAnswer customers’ incoming questions quickly via phone, email, and chat in a professional and efficient manner\nHandle customer ticket escalations and more advanced tickets to maintain SLAs\nCollaborate with CSMs to inform prioritization of roadmap initiatives and other opportunities that improve the customer experience\nWhat we’re looking for\nAbility to thrive in chaos: handle high-pressure situations, taking responsibility for actions, responds well to constructive feedback, ability to focus on task at hand\nCommunication: emotionally intelligent, strives to always be helpful, empathetic with customer service ethic\nSmart learner: product knowledge, technical expertise, asks good questions, able to multitask\nOwnership: passionate about the customer, advanced problem solving, pursues answers on his / her own\nExperience\n1 - 2 years of experience in a Customer Success (Account Management) role managing a portfolio of accounts\nProven track record of exceeding KPIs\nExperience in the restaurant / food industry preferred\nGrowth Path\nAccount Management within Enterprise, Growth, or Service teams\nWhy join us \nDemand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.\nChanging the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. \nCollaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.\nWhat else you need to know \nThis role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.\nThe base salary range for this role is$65,000 - $75,000 per year.\nActual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.\nBase salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.\nBenefits Summary (USA Full-Time Exempt Employees):\nMedical, dental, and vision insurance (multiple plans, incl. HSA options).\nCompany-paid life and disability insurance (short- and long-term).\nVoluntary insurance: accident, critical illness, hospital indemnity.\nOptional supplemental life insurance for self, spouse, and children.\nPet insurance discount.\n401(k).\nHealth Savings Account (HSA)\nFlexible Spending Accounts (Healthcare, Dependent Care, Commuter)\nTime Off policies:\nDiscretionary vacation days\n8 paid holidays per year\nPaid sick time\nPaid Bereavement leave\nPaid Parental Leave\nBenefits are subject to change at the company's discretion.\nAtoms accepts applications on an ongoing basis.\nReady to join us as we serve those who serve others? \n#LI-Onsite","description_format":"text","description_chars":4412,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems"],"lifecycle":[{"event":"open","at":"2026-11-11T22:54:02Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":65,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-11-12T01:22:54Z"},"pay":null,"html_url":"https://alion.io/job/otter-customer-success-associate","json_url":"https://alion.io/job/otter-customer-success-associate.json","meta":{"generated_at":"2026-11-12T01:22:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3251,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179684},"rest":"https://alion.io/mcp/rest/get_company?id=179684"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fotter-customer-success-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fotter-customer-success-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fotter-customer-success-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/otter-customer-success-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fotter-customer-success-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4108246}},{"tool":"search_jobs","arguments":{"company":"tryotter.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4108246},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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