Customer Success Sales Specialist

Accentuate Staffing is seeing an experienced Customer Success Lead for an exciting opportunity in Raleigh, NC. The Customer Success Lead is responsible for driving ecommerce revenue growth and delivering exceptional customer experiences across both B2B and B2C channels. This role owns customer success strategy, Hub Spot administration, onboarding, account growth, and team development, with a strong focus on B2B customers.

• Lead, manage, and be accountable for the Customer Success Team, including direct supervision of one Customer Success Specialist
• Drive ecommerce revenue growth through customer engagement, retention, and upsell strategies.
• Ensure high levels of customer success and satisfaction across both B2B and B2C customers.
• Hub Spot CRM management, including documentation, workflows, reporting, and data integrity.
• Address customer concerns, issues, and inquiries in a timely, professional, and solution‑oriented manner.
• Manage relationships with larger accounts by monitoring order frequency, answering product and service questions, and identifying opportunities to upsell new products.
• Own and continuously improve the new customer onboarding process, including follow‑ups and engagement milestones.
• Train customers and team members on basic coffee operations and proper use of products and equipment.
• Develop, adjust, and execute plans to increase average order value and overall customer lifetime value.
• Assist in developing and executing strategies to grow sales by product line.
• Collaborate closely with cross‑functional teams to ensure alignment and effective communication:
• Analyze B2B ecommerce performance, reviewing analytics and making data‑driven adjustments.
• Manage ecommerce orders, billing details, and customer account information.
• Partner with Marketing and Inventory teams to develop, test, and implement new tactics, programs, and services to increase sales.
• Utilize Hub Spot, Sales Hub, and related CRM tools to track customer activity and performance.
• Use Shopify backend tools for reporting, analysis, and operational insights.
• Access accounting, inventory, and internal systems to research customer, product, and order data.

• Strong B2B ecommerce experience, including analytics and reporting.
• Proficiency with Hub Spot, Sales Hub, or similar CRM platforms.
• Experience using Shopify backend tools for ecommerce analysis and reporting.
• Familiarity with accounting, inventory, and order management systems.
• Personable, customer‑focused communicator comfortable engaging via phone, email, chat, and in person.
• Comfortable demonstrating products and teaching customers and prospects how to use them.
• Working knowledge of coffee shop equipment and operations, including espresso machines, grinders, and brewing methods.
• Willingness to travel to customer sites for training and product demonstrations, typically within a 3‑hour driving radius of Raleigh.
• Full‑time, in‑office position based in Raleigh, NC
• Ability to train team members and customers on customer service and ecommerce best practices
• Experience conducting product demos and customer training & upselling