Customer Success Associate

EQL

RemotePosted July 30, 2026

About the role

EQL is building the world’s first fair launch platform to help retailers manage demand and deliver experiences that give fans a fair shot. We are hiring a Customer Success Associate to oversee a large portfolio of 100+ small and mid-size retailers across geographies. The role uses a group-level approach rather than one-to-one interactions: onboarding retailers into the program, hosting quarterly category calls, writing the monthly newsletter, and managing EQL's brand community channels. You will be the primary point of contact for retailers, while most interactions are at the group level as we scale.

Customer Success Associate

EQL

RemotePosted July 30, 2026

About the role

EQL is building the world’s first fair launch platform to help retailers manage demand and deliver experiences that give fans a fair shot. We are hiring a Customer Success Associate to oversee a large portfolio of 100+ small and mid-size retailers across geographies. The role uses a group-level approach rather than one-to-one interactions: onboarding retailers into the program, hosting quarterly category calls, writing the monthly newsletter, and managing EQL's brand community channels. You will be the primary point of contact for retailers, while most interactions are at the group level as we scale.

What you’ll do: - Own relationships with 100+ SMB retailers across geographies; run most touchpoints at the group level. - Run the community program: quarterly group calls by category, a monthly newsletter, EQL's brand community channels, and outreach triggered by NPS and health signals. - Onboard new retailers through EQL's onboarding playbook; aim for first successful launch within 14 days. - Monitor account health using the health dashboard; identify accounts drifting away or growing, and respond with nudges, check-ins, or escalations. - Stay ahead of retailers' plans by monitoring social channels for new products and collaborations. - Convey retailer feedback to Product via CS channels; recognize recurring questions and patterns. - Collaborate with Marketing and Sales to surface retailer stories and insights for newsletters, campaigns, and co-marketing; ensure lifecycle communications are aligned. - Help shape how the team works; contribute to the SMB playbook, newsletters

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What you’ll do: - Own relationships with 100+ SMB retailers across geographies; run most touchpoints at the group level. - Run the community program: quarterly group calls by category, a monthly newsletter, EQL's brand community channels, and outreach triggered by NPS and health signals. - Onboard new retailers through EQL's onboarding playbook; aim for first successful launch within 14 days. - Monitor account health using the health dashboard; identify accounts drifting away or growing, and respond with nudges, check-ins, or escalations. - Stay ahead of retailers' plans by monitoring social channels for new products and collaborations. - Convey retailer feedback to Product via CS channels; recognize recurring questions and patterns. - Collaborate with Marketing and Sales to surface retailer stories and insights for newsletters, campaigns, and co-marketing; ensure lifecycle communications are aligned. - Help shape how the team works; contribute to the SMB playbook, newsletters