Customer Success Specialist

Scrubs on Wheels is a growing company that provides scrubs and medical wear to medical professionals across the United States. Our corporate office is in Elkhart, Indiana. We have an expanding fleet of mobile retail stores across the US and brick-and-mortar retail stores in Northern Indiana.

The Customer Success Manager is responsible for building and maintaining strong relationships with customers to ensure they achieve maximum value from the company’s products and services. This role serves as a trusted advisor, focusing on customer satisfaction, retention, account growth, and identifying opportunities for additional business. The Customer Success Manager collaborates closely with sales, operations, customer service, and leadership to deliver exceptional customer experience and foster long-term partnerships.

• Build and maintain efficient routes within a given territory to schedule sale events in time slots that will maximize revenue potential.
• Confirm sale events with our partner facilities in a timely manner following company policies and procedures.
• Build and maintain long‑term relationships with customers by understanding their business goals and operational needs.
• Conduct regular account reviews and business check‑ins to ensure customer satisfaction and identify opportunities for improvement.
• Drive customer retention by proactively addressing concerns and resolving issues before they impact the relationship.
• Identify opportunities for upselling, cross‑selling, and expanding services within existing accounts.
• Partner with the sales team to transition new customers through a seamless onboarding process.
• Monitor customer sales, engagement, and satisfaction to identify trends and opportunities.
• Manage contract renewals and support pricing or service discussions as appropriate.
• Maintain accurate customer records, activities, and opportunities within the company’s CRM system.
• Gather customer feedback and collaborate with leadership to improve products, services, and processes
• All other duties assigned by direct supervisor.

• Bachelor’s degree in Business, Marketing, Communications, or a related field preferred; equivalent experience will be considered.
• 3–5 years of experience in customer success, account management, sales, or client relationship management.
• Experience using CRM software such as Salesforce, Hub Spot, Microsoft Dynamics, etc.
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational, problem‑solving, and time‑management abilities.
  
  Experience in B2B customer relationship management.
• Experience in manufacturing, distribution, staffing, healthcare, or other service‑based industries.
• Knowledge of contract renewals and account growth strategies.

• Ability to sit, stand, and use a computer for extended periods.
• Frequent communication via phone, email, and virtual meetings.
• Local travel for customer visits and occasional overnight travel as needed.
• Ability to lift up to 25 pounds occasionally.