Customer Success Management

Are you someone who enjoys building relationships, solving problems, and delivering a great customer experience?

We're looking for someone to support and grow relationships with our existing retail customers following initial purchase, ensuring a positive customer experience and identifying opportunities for additional services.

This role focuses on customer retention, service optimization, and revenue expansion. You'll serve as a primary point of contact and partner with internal teams to deliver reliable and responsive service solutions.

Customer Success Management plays a key role in strengthening customer relationships, improving service outcomes, and supporting continued revenue growth within the retail customer segment.

Growth & Opportunity

Be part of a rapidly expanding company with internal growth and development opportunities

Award-Winning Culture

We take pride in our culture, earning recognition as a Smart Culture by Smart Business Magazine (2021 - 2024) and Top Workplaces Northeast Ohio (2015 - 2024)

Team-Oriented Environment

Work alongside a collaborative, high-energy team where your contributions make an impact. We believe in growing together, supporting each other, and celebrating success

Manage customer concerns from start to finish while maintaining strong relationships with customer contacts and decision-makers

Drive customer satisfaction and retention through proactive communication and follow-up

Identify and develop upselling, cross-selling, and service optimization opportunities

Serve as the primary point of contact for customer inquiries, service adjustments, and account-related requests

Coordinate with Operations, Finance, and Sales teams to ensure effective service delivery and customer outcomes

Monitor service performance and customer feedback to proactively identify improvement opportunities

Support pricing adjustments, service modifications, and additional service requests

Maintain accurate documentation of customer interactions, account updates, and revenue in CRM systems

Provide timely, high-quality support by responding to customer needs, assisting with additional service requests, and maintaining clear, consistent follow-up

Other duties as assigned

Self-Motivated & Goal-Oriented

Driven individuals who take ownership of their work and thrive in a team environment

Effective Communicators

Able to communicate industry-specific knowledge clearly and listen effectively to customer needs

Resilient Problem Solvers

Ability to remain calm in high-stress situations, navigate challenges effectively, and focus on solutions

Coachable & Growth-Oriented

Open to constructive feedback, able to apply it effectively, and motivated to continuously learn and grow within the company

Tech-Savvy

Comfortable navigating multiple systems and tools to work efficiently

1-3 years of experience in customer service, inside sales, or relationship management

Strong communication, relationship-building, and problem-solving skills

Strong attention to detail, organization, and time management capabilities

Proficiency using CRM platforms (Salesforce or similar), account management tools, and Microsoft Office or Google Workspace

Experience preparing customer communications, service summaries, and account updates

Experience managing customer accounts in retail, service-based, or inside sales environments preferred

Experience in logistics, service operations, or B2B service industries preferred

Experience supporting upselling, cross-selling, and customer retention strategies preferred

Experience managing multiple customer accounts in a high-volume environment preferred

High school diploma or equivalent preferred

Bachelor's degree in Business, Marketing, Communications, or a related field preferred

The physical requirements outlined below reflect those necessary for an employee to effectively carry out the essential duties of this position. Reasonable accommodations will be considered to support individuals with disabilities in performing these essential job functions safely.

Ability to sit for extended periods

Ability to reach, handle, and operate standard office equipment

Ability to lift and carry items weighing up to 10 pounds

Ability to operate a computer and telephone for extended periods

Medical, Dental, and Vision Insurance

401K plans with company match

Life Insurance and Disability Coverage

Paid Time Off and Paid Holidays

Maternity and Parental Leave

Employee Assistance Program

Employee Discounts

Employee Perks