The Customer Success Specialist (CSS) is a customer-facing, high-touch relationship partner responsible for ensuring the accuracy, health, and day-to-day performance of school uniform programs. Operating within a Pod alongside the Business Development Executive (new business) and Account Growth Manager (growth & retention), the Customer Success Specialist plays a dual role:
- Supports the Account Growth Manager (AGM) on mid- and large-tier accounts, managing day-to-day communication, program updates, product questions, and operational coordination.
- Owns a defined portfolio of small schools, serving as their primary relationship and operational support partner.
This role elevates the current Sales Ops function into a proactive, externally engaged team committed to strengthening school satisfaction, improving admin and parent experience, supporting exclusive program conversions, and protecting revenue across the Pod. The CSS does not complete internal operational tasks (logos, guides, site builds); these are owned by the centralized SOC team. The CSS ensures accuracy and communication but is not the executor.
- Operational Support & Partnership
- Partner closely with the AGM to manage daily interactions for mid- and large-tier school programs
- Handle program updates, product questions, uniform guide revisions, site updates, and ongoing documentation
- Track order activity, inventory risks, parent feedback, and seasonal patterns; surface insights to the AGM
- Support AGM-led planning for renewals, exclusive conversions, and business reviews
- Small-School Portfolio Ownership
- Serve as the primary relationship owner for a designated portfolio of small schools within the Pod
- Manage all operational and program support needs
- Conduct proactive outreach to small schools during key seasonal windows to ensure smooth admin and parent experiences
- Identify early signs of risk or opportunity and escalate to the AGM as appropriate
- Program Health & Customer Communication
- Ensure program accuracy across all assigned schools: product lists, logos, pricing, guides, site navigation, and promotional messaging
- Communicate proactively with school liaisons regarding timelines, inventory updates, seasonal readiness, and service alerts
- Support onboarding of new wins following BDE → AGM/CSS handoff
- Maintain clean, timely documentation in Salesforce and internal systems
- Cross-Functional Coordination
- Act as a customer advocate, coordinating with Merchandising, Planning, Omni/Marketing, DC Operations, and SOC teams
- Ensure that sample requests, logo submissions, and build tasks are accurate, complete, and submitted by the appropriate owner (BDE/AGM/CSS), then partner with SOC through completion
Physical Requirements
- Ability to sit for long periods of time.
- Ability to lift up to 30 lbs.
- Ability to travel 10+ days per year based on school visits and regional events.
- Live within the Southeast (FL, MS, GA, AL)
Education & Experience Requirements
- High school diploma or equivalent required; technical training or certification preferred.
- 3–6 years of relevant experience in the field.
- Demonstrates consistent performance and growing expertise in specialized tasks.